Job Description

:

Role/ Job Title: Process Analyst - Credit Cards

Business: Credit cards

Function/ Department: Customer Experience

Place of Work: Mumbai

Primary Responsibilities:

• Responsible for handling customer queries/ complaints received from various channels.
• To assist service groups to assign the queries to concerned team.
• Ensures queries are reverted by the required stakeholders and not breaching the TATs.
• To maintain record of critical queries and complaints beyond TAT and highlighting to seniors to identify the gaps and opportunity for process enhancements.
• To Raise incidents for technical issues identified and maintaining MIS of the same to be published regularly.
• Develop new and unique ways to improve operations of the organization.
• Through various ways such as calls listening, Customer VOC, identify the process / people / technology gaps to be fixed.
• To coordinate the completion and delivery of the tasks allocated.
• To ensure important information is cascaded to service teams and relevant stakeholders and training is imparted.
• Review knowledge article and timely update as per recent developments.
• Maintaining monthly track of complaints received and classifying the same for further analysis.

Secondary Responsibilities:

• Strong analytical skills and an eye for detail
• Self-Motivated and takes initiatives
• Excellent written and oral communication skill
• Ability to work to tight daily and monthly deadlines

Managerial & Leadership Responsibilities:

• Good Communication Skill
• Ability to Multitask
• Customer service Mindset
• Preparing reports and PPT
• Interpersonal skills are essential as role needs to engage with different teams and stakeholders effectively.

Key Success Metrics:

• Timely reporting
• Identify opportunities - control automation
• Identify opportunities - reduce complaints

Education: - Graduate / Postgraduate

Experience: - 3 to 5 year\'s experience

IDFC FIRST Bank