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. Responsibilities Core 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 To coordinate extensively with Sales & credit team on loan application & disbursement related issues
