Nodal Officer

POSITION DESCRIPTION:

The position will be under the Bureau Operations vertical to manage the role of Nodal Officer (NO) / Principal Nodal Officer (PNO). The team is a highly empowered team and ensures that subscriber issues are attended on priority from when the problem is reported and ensures that the issues are addressed and resolved with due priority.

This includes managing all aspects customer service and resolution escalations with the intent of creating service as a differentiator, to derive value from subscribers dealing with and make them loyal to CRIF Highmark. The overall objective is to ensure effective service recovery, making it easy and simple for the customer to deal with CRIF High Mark with the unpleasant experience the customer may have had.

KEY RESPONSIBILITIES:

Manage and oversee the day to day email from complainants received / escalated to NO/PNO and ensure that all subscriber issues are attended to and as per the defined standard and process by the team

Ensure and facilitate effective cross functional interaction to ensure that subscriber issues are resolved end to end and avoid recurrence of issues

Monitor and study day to day trends received with reasons for escalations & subscriber dissatisfaction. And explore opportunities to improve subscriber experience through improvements in processes, systems and people.

Provide pertinent information on VOC and subscriber pain points to reduce customer inconvenience through policy and process improvements.

Also look at opportunities for reducing escalations, improving FTR

Monitor and review performance through Daily, Weekly and Monthly reports on productivity, ageing and SLAs

DESIRED SKILLS AND EXPERIENCE:

Proven and relevant work experience of at least 8 years in customer service or as Nodal Office from BFSI/ Credit Bureau experience. Telecom/ Insurance experience will be considered as last priority

Email/ phone etiquettes / IO coordination. Excellent analytical and organizational skills

· Strong communication skills

· Good skills in MS Excel, Word and PowerPoint

Availability to travel as needed

Provide pertinent information on VOC and subscriber pain points to reduce customer inconvenience through policy and process improvements.

Also look at opportunities for reducing escalations, improving FTR

Monitor and review performance through Daily, Weekly and Monthly reports on productivity, ageing and SLAs

Full time