Team Member-Process-Credit Card-Marketing HO

Key Responsibilities

Escalation Management

• Handle customer escalations related to Credit Card sales, sourcing, onboarding, mis-selling, application processing, documentation, and activation issues.
• Investigate complaints received through customer care, Nodal Desk, Social Media, Banking Ombudsman, RBI, and senior management channels.
• Coordinate with Sales, Operations, Risk, Compliance, Vendor Partners, and Contact Centre teams for timely resolution.
• Ensure all complaints are resolved within defined TATs and regulatory requirements.

Quality & Compliance

• Conduct root cause analysis of escalations and identify gaps in sales processes.
• Review sales calls, customer interactions, and field sales practices for adherence to quality and compliance standards.
• Identify instances of mis-selling, process deviations, and customer dissatisfaction.
• Recommend corrective and preventive actions to reduce repeat complaints.
• Support quality monitoring programs and calibration exercises.

Field Sales Governance

• Work closely with field sales teams and channel partners to improve customer experience.
• Monitor complaints against Direct Sales Executives (DSEs) and third-party sales agencies.
• Drive corrective actions and coaching for underperforming sales teams.
• Ensure adherence to product disclosures, KYC requirements, and sales scripts.

Call Centre Coordination

Review escalated customer interactions handled by tele caller & provide resolution

Educational Qualification

• Graduate in any discipline.
• Post-Graduation/MBA preferred.

Experience

• 4–8 years of experience in: 
  • Contact Centre / Customer Service Operations.
  • Credit Cards Operations or Banking Operations.
  • Escalation Management / Complaint Handling.

Quality Assurance / Call Quality