Customer Service Operations Officer

Responsibilities:
• Responsible for day to day customer support in terms of monitoring bank wide complaints, providing a comprehensive framework of findings, areas of improvements and ensure closure by confirming corrective actions taken by the respective channels.
• Timely and proactive delivery of resolution to customer queries. Perform call backs for additional information, resolution communication essential for success.
• Identify problem areas and refer to supervisor to immediate provide solutions to customers.
• To maintain high service levels to meet customer expectations keeping in mind the prevailing competitive environment.
• To stay informed of the latest developments in policies, products, processes and services offered by the bank and ensure effective application in dealing with day to day deliverables.
• To monitor the adherence of policies and procedures
• To escalate unresolved problems to higher management to ensure resolution
• Other duties as directed by manager.
• Develop and apply thorough knowledge of practices and procedures to accomplish team goals
• Assist immediate manager with team motivation and performance monitoring
• Mentor associates to improve individual performance
• Consistently achieve individual and team performance targets under little to no direct supervision