Specialist Customer Care

Overview

Specialist Customer Care role focused on resolving complex customer needs and providing specialist support. The role includes customer service across communication channels, process/control ownership, and collaboration with internal teams.

What you'll do

• Provide customer service via chat, email, and phone.
• Resolve more complex, specific customer needs with personalised resolutions.
• Collaborate with teams across the bank to align and integrate customer care processes.
• Identify improvements to customer care processes and provide feedback/coaching to colleagues.
• Develop and implement customer care procedures and controls to mitigate risks.
• Handle customer inquiries/issues including account balances, transactions, and payments.

What you'll need

• Manage operations within a business area and maintain processes, risk management initiatives, and compliance.
• Make prompt, informed decisions using risk assessment and affordability tools.
• Provide specialist advice and support for your own work area.
• Take ownership for managing risk and strengthening controls related to your work.
• Deliver work aligned with relevant rules, regulations, and codes of conduct.
• Communicate sensitive or difficult information to customers.
• Build relationships with stakeholders/customers to identify and address their needs.

Details

• Based in Chennai, DLF IT Park.