Client Partner at Hector & Streak
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Lead - Contact Centre - Personal Loans (7-15 yrs)
There is an urgent opening for Lead - Contact Centre - Unsecured Loans with one of the leading NBFC. The job location is Mumbai.
Job Purpose Statement (Summarize in one/two statements why this job exists, and the contribution makes to the overall business of the company).
- The incumbent will be responsible for delivering all customer facing issue in their journey of digital on boarding and cross sell of products to provide best in class experience.
- They will also be responsible for making maximum process automatic with latest tools like AI and ML, collaborating with cross-functional teams to deliver the intime solution to customers.
Duties & Responsibilities (List in the order of importance the duties & responsibilities of this job):
- Set up and develop process of digital contact center for digital sales
- Introduce latest technology like AI and ML to enable maximum services through responsive IVR and identify opportunities for constantly upgrading and enhancing customer experience across all touch points.
- To integrate the contact center with existing CRM.
- Increase penetration in self help processes.
- To Develop process roadmaps and prioritize features based on business value, customer impact, and feasibility.
- To sale digital products on the touch points and build revenue for the organization
- To Conduct user testing and research to validate product assumptions and inform product decisions.
- To Minimize the dropouts.
- To Develop and maintain process documentation, including requirements, user guides.
- To work with marketing and sales teams to develop product positioning, messaging, and go-to-market strategies.
- To stay up to date with industry trends, competitor offerings, and regulatory changes that may impact our lending products and services
- To be aware about financial regulations & RBI guidelines in India
- To have a deep understanding of user psychology and emotional triggers to build engaging products
Interested candidates may share their updated Resume along with the below details:
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