Senior Nodal Officer - Customer Grievances - Digital Lending/Banking/NBFC

- Proven and relevant work experience of at least 8 years in customer service or as Nodal Office from BFSI/NBFC experience.

- 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.

- 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.

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