Customer Service Experience Officer - Banking

Job opening for - Regional Client Experience Officer- with one of the leading private bank for their Chandigarh location

Experience:7-11 years

Package: 8-11 lpa

Job Description:

Ownership of Service Delivery at branch/cluster/region:

Overview of customer handling at branches in the region, effective touch point management and responsible for creating positive moments of truths for customers by:

- Ensuring superior customer satisfaction in accordance to Service Framework

- Enforcing standards, best practices and key service differentiators

- Delivery of provisioned services and committed SLAs

- Minimizing service oversight/ lapses due to operations

- Front line complaint management and recovery of service failures

Service Compliance:

- Ensuring compliance on service parameters with due adherence to internal codes of conduct and guidelines set by RBI/BCSBI. Responsible for Internal service audits

Coordination with Other teams:

- Close coordination with Grievance Re-dressal for complaint management,

- Coordination with other Operation Teams, Business units on service related issues, process adherence etc.

Customer Engagement:

Periodic customer engagements on expectation management, providing insights on YES BANK's superior service provisions, key differentiated, initiatives and achievements, service commitments and customer oriented drives on below:

- Customer Feedback/Suggestions mechanism: customer surveys/ focus interviews, mystery shopping

- Responsible for Branch Service Day

- OPBT/YF engagement

- Channel migration drives

MIS/ Reports:

- Service Scorecards, Analysis of customer surveys, welcome callings, CEM calling

- Complaint Analysis

- Board Reports and presentations for Standing committee on Customer Service, Service Excellence committee

- Net Promoter Score mapping of current customer Base

- Periodic competitive bench marking of service provisions, service levels and actual service delivery

Training and Development:

- Identifying skill gap and required training on behavioral and soft skills, in line with the superior human capital proposition.

- As a regional service champion, responsible for providing leadership on softer aspects of service.

If you are interested and looking for a similar opportunity. Kindly respond back with the following details:

Current CTC:
Expected Hike:
Best time to call:
Contact Number:

Konalika Sharma
(HR Recruiter)
Contact no-0124-4346314