Position: Business Process Management (BPM) Specialist
Experience: 5+ years
Location: Mumbai
Industry: Banking / BFSI
Key Responsibilities:
Consumer Dispute & Email Operations:
- Handle consumer dispute resolution and manage email operations processes.
- Respond to consumer queries, requests, and complaints related to credit reports, scores, and personal disputes with accuracy and professionalism.
Query and Complaint Resolution:
- Address and resolve consumer issues promptly, ensuring all communications are clear, complete, and within the prescribed service levels (SLAs).
- Utilize your expertise to analyze and interpret credit report complaints, providing accurate responses and solutions.
Escalation Management:
- Identify and escalate potential escalations or sensitive issues to the appropriate channels for expedited resolution.
-Maintain a proactive approach in managing complex cases and ensuring customer satisfaction.
Multi-application Workflow:
- Work seamlessly across multiple applications to manage consumer data and complaints.
- Prepare and analyze credit reports, ensuring all customer interactions are thoroughly documented and resolved effectively.
Must-Have Skills:
Experience in BPM and BFSI:
- Minimum of 5 years of experience in Business Process Management within the Banking or BFSI sector.
Consumer Dispute Resolution:
- Proven experience in handling and resolving consumer disputes, particularly related to credit reports and scores.
Email Operations Expertise:
- Strong ability to manage and resolve consumer queries and complaints through email, ensuring timely and accurate responses.
Escalation Handling:
- Skilled in identifying and managing potential escalations or sensitive issues to ensure quick and effective resolution.
Technical Proficiency:
- Comfortable working with multiple applications and systems to manage and analyze consumer data and complaints.
Strong Communication Skills:
- Excellent written and verbal communication skills, with a focus on clear and complete consumer interactions.
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