Live opening · Posted 7 days ago
The key details from the original listing.
Live timing from JobBeeper.
Description supplied by the original job listing.
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
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
Work arrangement
No
Recently tracked roles with full details and direct application links.