Liaise with the operations, compliance teams and banks as and when required to ensure payment queries are resolved in a timely manner and escalating any complex or long outstanding issues to the Department Head
Ensure all queries are attended and logged accurately in the system and in a timely manner and follow ups are done on a regular basis for unresolved queries
Addressing all queries/ complaints received within 1 hour and responding to the sender letting them know the query has been received
Assist the other departments in investigating and resolving transaction related queries
Identify ways of improving client service and recommend them to the Team Leader / General Manager
Make outbound calls for Sales/ Business Development by generating leads and fixing appointments
Must keep frequent contact with Correspondent bank's Customer support wing, Relationship, Finance and Treasury
Interact with Customers and assist them for resolving their respective queries
Assisting other departments to get responses from Correspondent Banks for their respective tasks
Utilizing software, databases, and tools appropriately
Requirements
Must be a graduate as a minimum
Minimum two year's customer service experience within a service industry
High standard of accuracy and attention to detail
Exceptional customer service skills
Good telephone etiquette
Ability to effectively prioritize and execute tasks in a high-pressured environment
Proven team player
Strong written and oral communication skills
Must be able to speak fluent English language
Ability to speak Hindi, Urdu and/or Bengali will be an added advantage
