Business Process Management Role - BFSI Domain

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.