ROLE
– Responsible for understanding the customer query/ request/ complaint and co-ordination with business stake holders for their feedback and actions.
– Analysis of the feedback and sharing correct response to CRM team.
– Trend analysis and identification of areas of concern
– Training to the broader collection team to ensure reduction of complaints.
– Training internal team to manage complaints with appropriate responses and adherence to TAT
– Review the customer query/ request/ complaint and their feedback /closures.
– Co-ordination with collection field teams for corrections in feedback and necessary actions.
– Co-ordination with CRM team for customer query/ request/ complaint resolution related to collections.
– Implementation of Penalty matrix and issuance of Memos to concern Agency or employees.
– Responsible for customer escalation and actions data repository.
– Preparation of monthly and Annual deck.
– Preparation of data sets for monthly review with CRM and collection stakeholders.
– Responsible for analysis and improvement of customer escalation management process as per the requirement and necessity.
– Responsible for overall policy and process improvement for long term benefit.
– Adherence of TCL COC and Penalty Matrix.

REQUIREMENTS
– Advance Excel knowledge