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Kotak Life Insurance
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Area Customer Service Manager-Personal LOANS-Customer Service

Area Customer Service Manager-Personal LOANS-Customer Service

Kotak Life Insurance

1 - 5 years

1 - 5 Lacs

Pune

Posted:4 days ago| Platform:

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Skills Required

settlements revenue generation operations management complaint handling team management tat team handling customer service customer care training customer focus quality analysis team leading problem analysis quality assurance sla management

Work Mode

Work from Office

Job Type

Full Time

Job Description

About The Role Area Manager Customer Care Rest of Maharastra Grade M4

Leading a team of Approx7 Customer Service Officers to address requests/complaints received from clients for all for Retail Asset Products (EgHome loan LAP/Personal Loan).

Address Service RequestComplaints including those created by channel partners (Branches Wealth/Contact Centre) and ensure all are closed within TAT

Drive Digital Adoption for all Retail Asset Clients

Close looping of Complaints and TNPS Detractor feedbacks end to end and incorporate changes for improvement. Ensure we maintain benchmark TNPS score of +65

Process modifications and Business Process Reengineering to bring about efficiency in process and customer delight.

Quality of Service Request and Resolution as given to customers to be monitored. Feedback and corrective action to be taken if any error noticed

Review Team"s Performance each Month and provide feedbacks and support team to achieve their respective KRA"s.

Ensure adequate training and certifications are completed for each staff member Ensuring Team Strength in Place

Drive Cross sell and focussed on revenue generation

Others

Believes in team work and identify and utilizes each team member"s strength and knowledge for achievement of short and long term organization goals

Apply best practices and focus on areas of improvement

Focussed towards achievement of teams and own KRAs

Building rapport and coordinating with internal stakeholders and ensuring customer requests are addressed on time

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Area Customer Service Manager-Personal LOANS-Customer Service