Job Description

• Analysis of requests received.
• Updating of all systems as per the call with the customer.
• Processing of the request or offer given to the customer.
• Constant follow up with the concerned department if the process is delayed or not fulfilled as per the customer’s request.
• Maintain records of all approvals and requests and reports handled.

• Meeting the KPI Targets set in term of retaining clients by negotiating on the rates offered.

• Managing assigned requests via CRM within the agreed TAT (Drop Offs).

• Ensure controls requirement of the business are adhered to in line with Bank policies to ensure quality growth in business.

• Operates in Direct Banking Channels environment where the interface with customer is over telephone, email, and face to face (only when mandatory and need at DOZ premises.)

• Operates within standard rules and guidelines set by the bank and additional ones set by prioritizing banking.

• Frequently co-ordinates and interact with Home Loan Product team, CAU, policy, Customer Care, Branches DBC etc.

• Adherence to SOP for each segment.

• Complaint resolution mostly related to explaining procedures or providing information regarding retail banking – Home loans.

• To possess skills to review customer relationship, bank’s policies, and financial objectives to take decision on charges reversal, account maintenances and deviation recommendation.

• Operation risk management through active reporting, analysis, and monitoring.

• Limited to certain functions which enable on the spot problem resolution.