Location
Mumbai | India
Job description
The purpose of this process is to enable the administrator(s) to easily understand the escalation process on high risk clients account.
Responsibilities Summary:
1: Receive Inbound Call
2: Verify Caller
3: Obtain query information
4: Check systems
5: Update client details
6: Update customer remarks
7: Change status of Plexus work item
8: Upload a document
9: Conclude call
10: Refer customer to branch
11: Update comments on client systems
12: Hold 99 Escalation Process
13: Prep Handoff
Debit Order Disputes/ADO Standard operating Procedure
Responsibilities Summary:
1: Receive Inbound Call
2: Listen to Clients Request
3: Confirm Client Request
4: Authenticate Client
5: Obtain Debit Order Information
6: Client opt to Dispute telephonically
7: Put Client through to Terms and conditions
8: Provide client with feedback
9: Check if client is due for a KYC/CRS Refresh
10: Update customer remarks
11: Conclude Call
12: Provide Relevant Departments Contact(s) details to client
13: Transfer Call to relevant Department
14: Client Dispute Via FNB App
15: Conduct KYC Refresher
16: Update REGL Screen
17: Conduct CRS Refresher
18: Advise to check SMS/Email sent to avoid account being frozen
Description of inputs:
Calls are received from the various service units
All calls are received through communix and actioned on client systems
Investment Banking(Back Office)
Job tags
Salary
