Key Responsibilities:
Responsible for understanding the customer query/ request/ complaint and co-ordination. with business stake holders for their feedback and actions.
Analysis of the feedback and sharing correct response to CRM team.
Trend analysis and identification of areas of concern
Training to the broader collection team to ensure reduction of complaints.
Training internal team to manage complaints with appropriate responses and adherence to TAT
Key Competencies / skill set:
• Review the customer query/ request/ complaint and their feedback /closures.
• Co-ordination with collection field teams for corrections in feedback and necessary actions.
• Co-ordination with CRM team for customer query/ request/ complaint resolution related to collections.
• Implementation of Penalty matrix and issuance of Memos to concern Agency or employees.
• Responsible for customer escalation and actions data repository.
• Preparation of monthly and Annual deck.
• Preparation of data sets for monthly review with CRM and collection stakeholders.
• Responsible for analysis and improvement of customer escalation management process as per the requirement and necessity. Also responsible for overall policy and process improvement for long term benefit.
• Adherence of TCL COC and Penalty Matrix.
Desired qualification
B. Com/ BMS or above (Degree Holder)
Advance Excel knowledge
Tata Capital Limited is a subsidiary of Tata Sons Limited. The Company is registered with the Reserve Bank of India as a Core Investment Company and offers through itself and its subsidiaries fund and fee-based financial services to its customers, under the Tata Capital brand.
As a trusted and customer-centric, one-stop financial services provider, Tata Capital caters to the diverse needs of retail, corporate and institutional customers, across various areas of business namely the Commercial Finance, Infrastructure Finance, Cleantech Finance, Wealth Management, Consumer Loans and distribution and marketing of Tata Cards. Tata Capital has over 500+ branches spanning all critical markets in India.
