Customer Relationship Manager

·   To ensure closure of Customer Request for Home Loan & Home Equity received through all channels are appropriately resolved and communicated to customers by co-ordinating with internal stakeholders.

 Responsibilities

Core Responsibilities:

o    To ensure customer requests received to all channels are closed within TAT

o    To ensure all the resolution given on customer requests is meeting the quality standards

o    To ensure the responses are communicated to customers over call & email

o    To ensure suitable tracking of all pending cases & coordination with respective departments to ensure closure of the requests

o    To calculate interest/EMI & provide suitable clarification to customers

o    To prioratize any requests received on social media platform or other escalation channel

o    To ensure tracking of insurance cancellation requests & seeking necessary approvals from product head & coordination with Insurance provider

o    To ensure positive net promoter score (NPS) by ensuring satisfactory closure of cases

o    To ensure repeat of requests closed is less than <5%

o    To coordinate extensively with Sales & credit team on loan application & disbursement related issues