Ensure all the customer disputes lodged in CRM queue are assigned in timely manner to respective processors for seamless BAU operations.
Resolve/ respond to queries or escalations received from branches, Sales, Business, and Call Centre in a timely manner.
Quality check all disputes processed by team members, and guide them to take correct actions.
Validate all follow ups, secured, un-secured emails on daily basis.
Validate daily, weekly, fortnightly, monthly, quarterly, half-yearly and yearly MIS for the respective activities prepared by the team.
Ensure monthly 1:1 meeting with your direct reports along with line manager is conducted, review performance and set expectation for the subsequent month goals as per agreed KPI. Coach the team on procedural changes.
Handling all activities assigned by the line manager and department head.
Validate daily secured emails V/S total received. Monitor SLA/TAT for all assigned task.
Ensure all complaints are escalated to line management and resolution is provided.
