Key Responsibilities
Escalation Management
- Handle customer escalations related to Credit Card sales, sourcing, onboarding, mis-selling, application processing, documentation, and activation issues.
- Investigate complaints received through customer care, Nodal Desk, Social Media, Banking Ombudsman, RBI, and senior management channels.
- Coordinate with Sales, Operations, Risk, Compliance, Vendor Partners, and Contact Centre teams for timely resolution.
- Ensure all complaints are resolved within defined TATs and regulatory requirements.
Quality & Compliance
- Conduct root cause analysis of escalations and identify gaps in sales processes.
- Review sales calls, customer interactions, and field sales practices for adherence to quality and compliance standards.
- Identify instances of mis-selling, process deviations, and customer dissatisfaction.
- Recommend corrective and preventive actions to reduce repeat complaints.
- Support quality monitoring programs and calibration exercises.
Field Sales Governance
- Work closely with field sales teams and channel partners to improve customer experience.
- Monitor complaints against Direct Sales Executives (DSEs) and third-party sales agencies.
- Drive corrective actions and coaching for underperforming sales teams.
- Ensure adherence to product disclosures, KYC requirements, and sales scripts.
Call Centre Coordination
Review escalated customer interactions handled by tele caller & provide resolution
Qualifications
Educational Qualification
- Graduate in any discipline.
- Post-Graduation/MBA preferred.
Experience
- 4–8 years of experience in:
- Contact Centre / Customer Service Operations.
- Credit Cards Operations or Banking Operations.
- Escalation Management / Complaint Handling.
Quality Assurance / Call Quality
