Email Management Team - Non Sales

Job Purpose

• Respond to customer first contact resolution mails received at designated liability ID as per agreed business TAT
• Responsible to identify NFTR cases and follow up with the concern business unit for adequate resolution
• To ensure adherence to all laid down process while responding to customer mails
• Responsible to provide complete and accurate resolution to customers, to achieve the overall objective of Customer satisfaction.
• To identify & review request received from customer for charges waiver and raise request in Branch Waiver system as per EMT grid.

Job Responsibilities(JR) : 6 8 Areas

Actionable (4-6)

Customer Focused /accurate resolution on assigned emails

1. To identify NFTR cases and follow up with the concern business unit for adequate resolution
2. Respond to all queries raised by the customer with customer satisfaction as the prime focus
3. To refer cases to the floor manager / Unit manager wherever customer request is getting declined. To check for opportunities to fulfill customer requirement.
4. To ensure adherence to audit compliance as well as quality norms defined by business.

Maintain 100% system adherence and accuracy

• To capture all customer interactions in the system with complete information to ensure details are available for any future reference.
• Waivers to be provided correctly, considering the customer profile, payment history etc. All commitments made to customers to be honoured and should avoid manual errors which will impact service delivery to customer.

Timely resolution all customer E-mails

• Respond to customer queries on the same day when mail is allocated. To ensure none of the assigned mails are left without the required action.
• To aim at first time resolution and to send holding responses only when details / resolution are awaited.
• In case an interim response is being sent to the customer, daily review of these cases is to be done and provide resolution to customers within the agreed timelines
• To ensure adherence on TAT as per benchmark, for all queries received through email

Educational Qualifications(examples listed below)

Key Skills(examples listed below)

• Graduation:

• Banks Product Knowledge
• Good communication & written skills
• Sales and Influencing Skills
• Interpersonal skills
• Positive attitude

Experience Required(examples listed below)

3+ years of experience.

Major Stakeholders(intra team and cross functional stakeholders, who would need to be interacted with for discharging duties)(examples listed below)

• Head EMT
• All unit managers / team leaders.
• CPU
• Direct Banking
• Branches

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