Job Description

: Business Vertical: Motor Finance Department: Customer Relationship Management
Line of Business: Business Support Grade: M1/M2
Proposed Immediate Superior: Senior Manager/AVP
Educational Qualification: Bachelor degree from a recognized college/university
Desired Experience: 3-5 Years. Experience involving direct interactions with customers preferred.
Key Objective of the Job: Customer communication management
Key Deliverables:

• To ensure timely communication to customers triggered by various processes viz., Welcome letters, statements, receipts, reminders and other communications as required for statutory or regulatory compliances.
• Experience on QRC Management and interaction with customers to resolve their issues.
• Interact with cross functional teams to identify communication to customers utilizing effective modes - SMS, Email, statement, website, call centre and mailers supporting business teams.
• Handle call centre team of customer service and welcome process.
• Engage in identifying & mapping customer requirements on the website to provide information & feature / facilities to customers.
• Data base management - compilation of customer contact information (Address, email, phone number) across touch points and initiate update in system/applications appropriate for providing advantage to Business teams
• Preparation of monthly dashboard
• Generation of leads from alternative channels for Direct business sourcing
• Initiatives and Projects - Initiation of new initiatives and projects for process improvements.

Specialized job competencies:

• Project Management skills
• System knowledge - MS Office, CRM, MS Powerpoint
• Process orientation
• Ability to influence & build strong working relationship with grass root employees & seniors
• Team management

Other desired attributes:

• Passion for working on Customer service & initiatives impacting Customers
• Communication (Oral & written) & Presentation skills
• Desire to learn & explore
• Creativity & resourcefulness

Location: Thane, Maharashtra
Number of Positions: 2

Skills Required