Details of the Organization

IDFC FIRST Bank was formed in December 2018 through the merger of infrastructure finance giant IDFC Bank and retail finance specialist Capital First, and commenced commercial banking operations in 2016.

Details of the Job/Internship

IDFC FIRST Bank is hiring a Legal Manager – Debt Management to join their office in Kochi. The role involves resolving queries, ensuring efficient issue resolution, enhancing customer engagement, monitoring service metrics, and supporting grievance handling and customer experience initiatives.

Role and Responsibilities

• Deliver customer service by resolving queries efficiently and empathetically.
• Take ownership of customer issues and ensure timely resolution.
• Enhance service quality and customer engagement.
• Monitor service metrics such as SQ scores, AHT, FCR, and NPS.
• Develop and implement service procedures, policies, and standards.
• Maintain accurate records of customer interactions and service actions.
• Support upselling initiatives for organic growth.
• Adhere to approved budgets and manage resources effectively.
• Monitor and engage on social media platforms to address customer concerns.
• Collaborate with internal teams for quick complaint resolution.
• Drive initiatives to improve grievance handling and brand perception.
• Explore opportunities for faster resolution and improved customer experience.

Eligibility

• Graduate in any discipline.
• Postgraduate preferred in any discipline.
• Minimum 2–3 years of experience in customer service, preferably in banking or financial services.
• Excellent communication and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency in CRM tools and digital platforms.
• Customer-first mindset with focus on service excellence.
• Ability to mentor and motivate team members.

Salary/Stipend

Compensation details will be finalized during the interview process with the selected candidate.

Type of Opportunity

Fulltime

Country

India

State

Kerala

Address

Kochi, Kerala, India.

Application and Registration Details

We are solely providing this information for dissemination and wish to clarify that we are not affiliated with the organization.

After you submit your application, you will receive the next steps in the process via email. Please follow the instructions provided to complete your application. 

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