Sep 2023 – Present · 2 yrs 7 mos · Kolkata, West Bengal, India · On-site

• Key Responsibilities:
• Managing customer interactions across multiple channels (phone, email, and in-person) to ensure high-quality service delivery.
• Handling loan servicing, EMI queries, account updates, and financial product information with accuracy and professionalism.
• Coordinating with internal departments to resolve customer issues promptly and efficiently.
• Maintaining detailed records of customer communication and ensuring compliance with company policies and RBI guidelines.
• Supporting sales and retention teams by identifying customer needs and cross-selling appropriate financial products.
• Ensuring smooth onboarding and documentation for new customers.
• Managing complaint resolution with empathy and process adherence to maintain high customer satisfaction.
• Key Achievements & Success Highlights:
• ✅ Consistently achieved a Customer Satisfaction Score (CSAT) of 90%+ through prompt and personalized service.
• ✅ Recognized by management for maintaining zero escalation record in multiple quarters.
• ✅ Played a key role in reducing customer complaint turnaround time by 20% through proactive issue tracking.
• ✅ Supported branch operations during peak financial quarters, ensuring smooth workflow and timely loan disbursal.
• ✅ Built strong client relationships, contributing to repeat business and customer loyalty.