VC-Service RM-EMT and SMO

Job description

**Role Description** **Job Title:** VC-Service RM – EMT&SMO **Job Details** Job Name: VC- Service RM-EMT&SMO – Virtual Care Unit: Virtual Care Team: Virtual Care EMT Reports to: VC-Team Manager-EMT&SMO Location: Pan-India (Chennai/Mumbai/Coimbatore) Job Function: Service Role Type: Individual Contributor Travel Required: No Job Band Range: E1 to E4 **Job Purpose** Resolve customer emails first contact Identify, follow up on non-first contact cases Adhere to all process guidelines Provide accurate, complete resolutions Review, raise charge waiver requests Refer to specific sections for Social Care, Chat Banking **Job Responsibilities** Provide accurate email resolutions Respond to all customer queries Ensure audit, quality compliance Maintain system adherence, accuracy Ensure timely email resolution Handle social media queries, complaints Follow up with backend teams Vet resolutions for correctness Conduct root cause analysis Liaise with vendors, marketing Respond to chat queries Maintain system, product knowledge **Educational Qualifications** Graduation **Key Skills** Bank product knowledge Communication, written skills Sales, influencing skills Interpersonal skills Positive attitude **Experience Required** Prior banking, customer service Proficiency in email, chat (preferred) **Major Stakeholders** Unit Heads, Team Managers CPU, AFU, RA Ops Direct Banking, operations Branches, Sales Team Service Delivery, Product team