Job Description

Job Description

The Executive is responsible to address and resolve Consumer & Commercial Entity complaints pertaining to credit reports/scores/dispute.

• Comprehend, analyze and respond to consumer complaints with customized responses within defined TAT
• Outcalling Consumers & Commercial Entities
• Meet productivity and quality targets
• Work on multiple applications and action consumer complaints appropriately as per defined process within TAT
• Internal Team coordination
• Regularly interacting with Member bank representatives through phone/email and fast-track resolution of disputes/complaints

Knowledge, skills and abilities (KSAs)

• Graduate with minimum 1-3 years of experience in Grievance Redressal in the BFSI industry Or email experience in BFSI industry (Customer Service)
• Excellent communication skills verbal and written in English, should have prior experience in drafting customized response
• Good command over spoken Hindi, should be able read and comprehend consumer complaints in Hindi
• Able to work and deliver in fast-paced and high pressure environment, should have handled complex complaints
• Should be able to be meet aggressive timelines
• Strong customer centricity
• Analytical and problem-solving skills are required
• Should be flexible and adept to quick learning
• Strong Team player
• Good knowledge of MS Word and Excel

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Keyskills:   outbound calling customer relationship grievance handling customer support grievances customer service grievance management customer care