successfactors
Client Service Manager - Distribution Network
Standard Chartered
Mumbai, IND
Full-time
Entry · 2+ years experience
Onsite
Discovered 2 weeks ago
Free
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Servicing primarily walk-in customers to fulfill the specific transactional requirements of the customer through high quality customer service while increasing product penetration through cross sell and achieving allocated portfolio and revenue targets.
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Job Summary
Servicing primarily walk-in customers to fulfill the specific transactional requirements of the customer through high quality customer service while increasing product penetration through cross sell and achieving allocated portfolio and revenue targets.
Key Responsibilities
- Ensure high level of customer service and manage difficult customer situations. • Ensure resolution of all complaints received for branches through COMMAND. • Gather/prepare statistics for service quality and productivity indicators • Ensure compliance with internal and external guidelines and ensure minimal comments in audits and other inspections • Find ways to improve operational efficiency and control costs to meet cost budgets • Ensure transactions are processed with a high level of accuracy and commitment within standard turn around time in order to satisfy customer needs • Monitor customer satisfaction survey ratings, net promoter score or any other survey/ feedback ratings taken from customers and ensure continuous improvement if below bench-mark, sustain and better quality service • Ensure adherence to laid down processes, facilitate first time resolution. Minimize rejections and customer complaints • Monitor and track transaction volumes and ensure effective transaction migration to alternate channels of banking • Ensure validity and completeness of transactions processed and ensure concessions relative to exchange rate, fees, charges etc. are authorized/ overridden by appropriate authorities • Responsible for general reconciliation and control activities • Be multi-skilled to handle all kinds of transactions and services in the bank as per applicable guidelines • Sales Referrals: where relevant, identify prospects for cross-selling from observation of customer transactions to highlight to sales staff
Skills and Experience
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