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492 DWS Investment Jobs
Client Service Analyst, AS
DWS Investment
posted 14hr ago
Job Role Insights
Key skills for the job
Job Description
- Ensuring DB Service Standards wrt to Customer Service, Compliance and Corporate Security are adhered too.
- Ensure total Compliance of all audit guidelines set by External (RBI, NSDL) and Internal OR Auditors.
- Create a sales & service environment across service team
- Backup to service head
What we ll offer you
As part of our flexible scheme, here are just some of the benefits that you ll enjoy
- Best in class leave policy
- Gender neutral parental leaves
- 100% reimbursement under childcare assistance benefit (gender neutral)
- Sponsorship for Industry relevant certifications and education
- Employee Assistance Program for you and your family members
- Comprehensive Hospitalization Insurance for you and your dependents
- Accident and Term life Insurance
- Complementary Health screening for 35 yrs. and above
Your key responsibilities
- Manage Regulatory and Senior Management Escalations received on a daily basis. Update the Tracker MIS and follow up with respective teams for corrective action.
- Checking RBI portal for escalations from RBI.
- Work on areas of improvement for processes and share feedback provided by customer with relevant teams.
- Optional Lead a team of Customer Care Supervisor and Customer Care officers in a manner that the team consistently meets the business objectives in areas of Customer service, Channel usage
- Maintain a trained and motivated pool of staff at approved levels.
- To meet the customer satisfaction parameters and meet the defined service standards
- Ensure delivery of competent and consistent customer service, resolution of customer concerns in the first attempt and reduction of recurring complaints
- Devise methods to enhance the service delivery skills of Customer Care officers through evaluation of the Quality of mails / Productivity and implement training methods
- To optimize officer productivity and efficiency on mails.
- Manage the day-to-day operations of the unit as per defined processes and ensure compliance to audit guidelines
- Complaint management as per the guidelines prescribed by the Bank. Ensure error-free complaint handling
- Besides the above, assignment of work will also include liaising with operations, products, IT, and other departments to ensure timely resolution of queries / complaints
- Maintain and update knowledge of banking functions, as well as knowledge of products and systems
- Work with vendor/partners to deliver quality service at optimum cost
- Liaise with the training and service quality team to ensure that training needs are identified and addressed.
- Sending responses for Income tax notices.
- Interacting with branches for new updates and clarification on processes.
Your skills and experience
Educational Qualification Graduate/Post Graduate
Experience 8 years of total experience of which minimum five years experience in call center operations
Skills
- Excellent interpersonal and communication skills.
- Should possess strong People/Team Management skills.
- Should have sound planning skills and the competency to implement plans.
- Ability to manage service
- Effective follow-up and appropriate escalation skills
- Strong analytical skill and problem solving skills
- Ability to work with vendors/ partners to deliver quality service at optimum costs
How we ll support you
- Training and development to help you excel in your career
- Coaching and support from experts in your team
- A culture of continuous learning to aid progression
- A range of flexible benefits that you can tailor to suit your needs
Employment Type: Full Time, Permanent
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