Customer Service Officer Customer Satisfaction Job in Dreams Solutions

Purpose of the Role:

Analyze customer feedback, negotiate with customers, implement Retention strategies and retain existing customers who wish foreclosure of loan through various request channels.

Key Responsibilities:

• Outcalls assigned foreclosure requests and retain customers.
• Convince customers to continue with the loan by offering him offers available or explaining the benefits to continue with the loan.
• Ensuring Retained customers stay for a longer period..
• Pitches end to end information and converts customers who is need of additional Top-Up
• Providing customers about the resolution TAT for retention related request..
• Complete knowledge of the policy and process.
• Coordinate with Branches on retention feedback and processing the same within TAT
• Ensuring correct Foreclosure charges / exceptions if any to be explained to customer in FC letters issued.
• Cases to be tagged in CRM & Retail dump as per retention status of each LAN.
• Explaining Top-up availability to customers and process the same accordingly for eligible cases.
• Explain in detail the offer available with regards to ROI reduction for the customer
• Negotiating with customers on foreclosure charges wherein no offer available for customers.
• Ensure self-learning by participating in training conducted.
• Updates himself on the policy and process.

Expertise required/ Domain Knowledge: Prior Banking / NBFC / Call centre experience into retention role.

No. of years of relevant experience: 1 - 6 years of experience in retentions, preferably in Finance services domain

Any specific specialization/education: Minimum HSC required.