VC-Service RM-EMT and SMO

Job Title: VC-Service RM-EMT and SMO

Job Details

• Unit: Virtual Care
• Team: Virtual Care EMT
• Reports to: VC-Team Manager-EMT&SMO
• Location: Pan-India (Chennai/Mumbai/Coimbatore)
• Job Function: Service
• Role Type: Individual Contributor
• Travel Required: No
• Job Band Range: E1 to E4

Job Purpose

• Resolve customer emails on first contact.
• Identify and follow up on non-first contact cases.
• Adhere to all process guidelines.
• Provide accurate, complete resolutions.
• Review and raise charge waiver requests.
• Refer to specific sections for Social Care, Chat Banking.

Key Responsibilities

• Provide accurate email resolutions.
• Respond to all customer queries.
• Ensure audit and quality compliance.
• Maintain system adherence and accuracy.
• Ensure timely email resolution.
• Handle social media queries and complaints.
• Follow up with backend teams.
• Vet resolutions for correctness.
• Conduct root cause analysis.
• Liaise with vendors and marketing.
• Respond to chat queries.
• Maintain system and product knowledge.

Requirements & Tech Stack

• Proficiency in email and chat (preferred).

Qualifications

• Graduation
• Bank product knowledge
• Communication, written skills
• Sales, influencing skills
• Interpersonal skills
• Positive attitude
• Prior banking and customer service experience.