Job Description:

Collection Partner - ( CRE0000B1 )

Description

Drive customer engagement through activities at each stage of the customer lifecycle
Early account management through a mix of customer on-boarding and customer servicing in the first 90 days post account opening
Delivering specific portfolio objectives like activation, spends augmentation, offer communication etc, for defined customer segments post 90 days of account opening

Deliver high quality customer servicing through CVM channel
Customer issue resolution
Proactive issue identification and communication, eg, calling on authorization decline cases to help the customer understand reasons of decline
Customer information update in credit cards systems, eg, email ID update

Set defined metrics to measure impact of each CVM activity and continuously measure and publish performance against these metrics
Monitor day-to-day operations at the CVM channel and optimize performance
Arrange for training of CVM agents on different product & process related aspects to ensure high quality customer interactions
Create closes loop processes for end-to-end query resolution of all customer issues within TAT

YES PayNow

Manage the YES PayNow product end-to-end and ensure that all customer promises are fulfilled
Regularly benchmark the product against competition to ensure that YES BANKs offering is competitive in the market
Build high levels of engagement with aggregator partners to explore opportunities to continuously upgrade the product by adding new billers & simplifying processes
Channel management
Drive the various channels like Customer Service, Cards Sales and CVM to ensure delivery against YES PayNow registration targets as defined in the overall business plan
Set YES PayNow monthly channel targets in discussion with respective channel owners and in line with overall business objectives
Design and execute optimized incentive schemes to ensure channel delivers against target
Arrange product trainings to ensure that all channels are up to date in terms of product knowledge and deliver a superior quality of customer experience
Explore opportunities to add to channels of sourcing YES PayNow

Conceptualize and execute awareness and conversion based marketing campaigns for YES PayNow in collaboration with the Marketing Communications team
Ensure end-to-end process compliance by engaging with various stakeholders like Operations, Customer Service, CVM, Sales etc
Regularly track and publish product performance updates
Ensure all customer issue resolution within TAT

Revenue Products Cross-Sell

Manage cross-sell of various revenue products like Card Protection Plan (CPP), Insurance etc to augment revenue opportunities for the business
Set up seamless end-to-end processes for sales, fulfilment and issue resolution for all cross-sell activities
Channel management
Drive the various channels like Customer Service, Cards Sales and CVM to ensure delivery against cross-sell targets as defined in the overall business plan
Set monthly cross-sell channel targets in discussion with respective channel owners and in line with overall business objectives
Design and execute optimized incentive schemes to ensure channel delivers against target
Arrange product trainings to ensure that all channels are up to date in terms of product knowledge and deliver a superior quality of customer experience
Explore opportunities to add to channels of cross-sell

Conceptualize and execute awareness and conversion based marketing campaigns for different cross-sell revenue products in collaboration with the Marketing Communications team
Ensure end-to-end process compliance by engaging with various stakeholders like Operations, Customer Service, CVM, Sales etc
Regularly track and publish product performance updates

Ensure all customer issue resolution within TAT

Qualifications

Drive customer engagement through activities at each stage of the customer lifecycle
Early account management through a mix of customer on-boarding and customer servicing in the first 90 days post account opening
Delivering specific portfolio objectives like activation, spends augmentation, offer communication etc, for defined customer segments post 90 days of account opening

Deliver high quality customer servicing through CVM channel
Customer issue resolution
Proactive issue identification and communication, eg, calling on authorization decline cases to help the customer understand reasons of decline
Customer information update in credit cards systems, eg, email ID update

Set defined metrics to measure impact of each CVM activity and continuously measure and publish performance against these metrics
Monitor day-to-day operations at the CVM channel and optimize performance
Arrange for training of CVM agents on different product & process related aspects to ensure high quality customer interactions
Create closes loop processes for end-to-end query resolution of all customer issues within TAT

YES PayNow

Manage the YES PayNow product end-to-end and ensure that all customer promises are fulfilled
Regularly benchmark the product against competition to ensure that YES BANKs offering is competitive in the market
Build high levels of engagement with aggregator partners to explore opportunities to continuously upgrade the product by adding new billers & simplifying processes
Channel management
Drive the various channels like Customer Service, Cards Sales and CVM to ensure delivery against YES PayNow registration targets as defined in the overall business plan
Set YES PayNow monthly channel targets in discussion with respective channel owners and in line with overall business objectives
Design and execute optimized incentive schemes to ensure channel delivers against target
Arrange product trainings to ensure that all channels are up to date in terms of product knowledge and deliver a superior quality of customer experience
Explore opportunities to add to channels of sourcing YES PayNow

Conceptualize and execute awareness and conversion based marketing campaigns for YES PayNow in collaboration with the Marketing Communications team
Ensure end-to-end process compliance by engaging with various stakeholders like Operations, Customer Service, CVM, Sales etc
Regularly track and publish product performance updates
Ensure all customer issue resolution within TAT

Revenue Products Cross-Sell

Manage cross-sell of various revenue products like Card Protection Plan (CPP), Insurance etc to augment revenue opportunities for the business
Set up seamless end-to-end processes for sales, fulfilment and issue resolution for all cross-sell activities
Channel management
Drive the various channels like Customer Service, Cards Sales and CVM to ensure delivery against cross-sell targets as defined in the overall business plan
Set monthly cross-sell channel targets in discussion with respective channel owners and in line with overall business objectives
Design and execute optimized incentive schemes to ensure channel delivers against target
Arrange product trainings to ensure that all channels are up to date in terms of product knowledge and deliver a superior quality of customer experience
Explore opportunities to add to channels of cross-sell

Conceptualize and execute awareness and conversion based marketing campaigns for different cross-sell revenue products in collaboration with the Marketing Communications team
Ensure end-to-end process compliance by engaging with various stakeholders like Operations, Customer Service, CVM, Sales etc
Regularly track and publish product performance updates

Ensure all customer issue resolution within TAT

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Banking
Functional Area : Banks/Insurance/Financial Services
Role : Banking -General
Salary : As per Industry Standards
Deadline : 18th Mar 2020

Key Skills:

Company Profile:

Company
Yes Bank Ltdarfix

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