Officer - Customer Service - Housing - CRM - Mumbai - Lodha (I-Think Techno Campus) - J (J1 - J3)

Job Description: Job Purpose

To ensure closure of Customer Request for Home Loan & Home Equity received through all channels are appropriately resolved and communicated to customers by co-ordinating with internal stakeholders.

ResponsibilitiesCore Responsibilities:

To ensure customer requests received to all channels are closed within TAT
To ensure all the resolution given on customer requests is meeting the quality standards
To ensure the responses are communicated to customers over call & email
To ensure suitable tracking of all pending cases & coordination with respective departments to ensure closure of the requests
To calculate interest/EMI & provide suitable clarification to customers
To prioratize any requests received on social media platform or other escalation channel
To ensure tracking of insurance cancellation requests & seeking necessary approvals from product head & coordination with Insurance provider
To ensure positive net promoter score (NPS) by ensuring satisfactory closure of cases
To ensure repeat of requests closed is less than

5% * To coordinate extensively with Sales & credit team on loan application & disbursement related issues