Associate Product Manager-Credit Cards at IDFC FIRST Bank

Roles & Responsibilities

• Responsible for handling customer queries/ complaints received from various channels
• To assist service groups to assign the queries to concerned team
• Ensures queries are reverted by the required stakeholders and not breaching the TATs
• To maintain record of critical queries and complaints beyond TAT and highlighting to seniors to identify the gaps and opportunity for process enhancements.
• To Raise incidents for technical issues identified and maintaining MIS of the same to be published regularly
• Develop new and unique ways to improve operations of the organization
• Through various ways such as calls listening, Customer VOC, identify the process / people / technology gaps to be fixed
• To coordinate the completion and delivery of the tasks allocated
• To ensure important information is cascaded to service teams and relevant stakeholders and training is imparted
• Review knowledge article and timely update as per recent developments
• Maintaining monthly track of complaints received and classifying the same for further analysis



Education Qualification

Graduation: Any graduation

Experience: 2 to 5 years of experience