Client Service Analyst, AS

Job Title- Client Service Analyst, AS

Location- Mumbai, India

Role Description

• Ensuring DB Service Standards wrt to Customer Service, Compliance and Corporate Security are adhered too.
• Ensure total Compliance of all audit guidelines set by External (RBI, NSDL) and Internal OR Auditors.
• Create a sales & service environment across service team
• Backup to service head

What we’ll offer you

As part of our flexible scheme, here are just some of the benefits that you’ll enjoy

• Best in class leave policy
• Gender neutral parental leaves
• 100% reimbursement under childcare assistance benefit (gender neutral)
• Sponsorship for Industry relevant certifications and education
• Employee Assistance Program for you and your family members
• Comprehensive Hospitalization Insurance for you and your dependents
• Accident and Term life Insurance
• Complementary Health screening for 35 yrs. and above

Your key responsibilities

• Manage Regulatory and Senior Management Escalations received on a daily basis. Update the Tracker MIS and follow up with respective teams for corrective action.
• Checking RBI portal for escalations from RBI.
• Work on areas of improvement for processes and share feedback provided by customer with relevant teams.
• Optional: Lead a team of Customer Care Supervisor and Customer Care officers in a manner that the team consistently meets the business objectives in areas of Customer service, Channel usage
• Maintain a trained and motivated pool of staff at approved levels.
• To meet the customer satisfaction parameters and meet the defined service standards
• Ensure delivery of competent and consistent customer service, resolution of customer concerns in the first attempt and reduction of recurring complaints
• Devise methods to enhance the service delivery skills of Customer Care officers through evaluation of the Quality of mails / Productivity and implement training methods
• To optimize officer productivity and efficiency on mails.
• Manage the day-to-day operations of the unit as per defined processes and ensure compliance to audit guidelines
• Complaint management as per the guidelines prescribed by the Bank. Ensure error-free complaint handling
• Besides the above, assignment of work will also include liaising with operations, products, IT, and other departments to ensure timely resolution of queries / complaints
• Maintain and update knowledge of banking functions, as well as knowledge of products and systems
• Work with vendor/partners to deliver quality service at optimum cost
• Liaise with the training and service quality team to ensure that training needs are identified and addressed.
• Sending responses for Income tax notices.
• Interacting with branches for new updates and clarification on processes.

Your skills and experience

Educational Qualification: Graduate/Post Graduate

Experience:  8 years of total experience of which minimum five years experience in call center operations

Skills:

• Excellent interpersonal and communication skills.
• Should possess strong People/Team Management skills.
• Should have sound planning skills and the competency to implement plans.
• Ability to manage service
• Effective follow-up and appropriate escalation skills
• Strong analytical skill and problem solving skills
• Ability to work with vendors/ partners to deliver quality service at optimum costs

How we’ll support you

• Training and development to help you excel in your career
• Coaching and support from experts in your team
• A culture of continuous learning to aid progression
• A range of flexible benefits that you can tailor to suit your needs

About us and our teams

Please visit our company website for further information:

https://www.db.com/company/company.htm

We strive for a culture in which we are empowered to excel together every day. This includes acting responsibly, thinking commercially, taking initiative and working collaboratively.

Together we share and celebrate the successes of our people. Together we are Deutsche Bank Group.

We welcome applications from all people and promote a positive, fair and inclusive work environment.