National Customer Service Head - Bank

Hiring for an upcoming bank

- Responsible for ensuring the quality of customer service at all branches of the Bank based on the inputs from Zonal CSOs, branches and customers.

- To ensure that customer complains get resolved at appropriate levels within TAT.

- Responsible for improving customer experience at branches.

- To ensure that satisfactory resolution is provided to the customers in respect of the items escalated in the report of customer service committee meetings.

- To assess the quality of service at branches, ensure measures for improvement of customer experience levels, Early resolution of complaints escalated, with in TAT

- Interaction with customers directly or through mystery shopping on sample basis

- Avoid complaint escalation leading to financial loss

- Liaison with L&D to ensure process knowledge soft skill improvement. Communicate significance of Better customer experience.

- Interaction with branches to ensure customer service committee meetings and resolve issues raised in the same. Complaint resolution at branches.

Kanchan Gupta