Job Description
Role Purpose
The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.
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3-5 years of experience in ,should have good knowledge SME (Business loans) ,corporate lending documentation.
Roles and Responsibilities:
Knowledge of collateral documentation
Ability to apply credit files and understand credit limit setting and monitoring
Ability to prepare documentation as per credit approval and structure including security documentation and checklist
Working experience under limit management and facility disbursement (including loans).
Should have experience in Facility offer letter and security document preparation.
Should have experience in vetting of borrowing and perfection of security document in line with credit approval
Ability to vet constitutional documents and ensure all customer documents are in good order and valid as per Bank requirement
Ability to apply knowledge of credit administration process in recommending change to policy and procedures
Understand systems and processes supporting credit administration activities
Knowledge of relevant laws and regulations governing credit administration activities
Knowledge of banking regulatory framework
Knowledge of banking products and services
Understand local market trends
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Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
- Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
- Assist clients with navigating around product menus and facilitate better understanding of product features
- Troubleshoot all client queries in a user-friendly, courteous and professional manner
- Maintain logs and records of all customer queries as per the standard procedures and guidelines
- Accurately process and record all incoming call and email using the designated tracking software
- Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
- Organize ideas and effectively communicate oral messages appropriate to listeners and situations
- Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs
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Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
- Undertake product trainings to stay current with product features, changes and updates
- Enroll in product specific and any other trainings per client requirements/recommendations
- Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
- Update job knowledge by participating in self learning opportunities and maintaining personal networks
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Deliver
No | Performance Parameter | Measure |
1 | Process | No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback |
2 | Self- Management | Productivity, efficiency, absenteeism, Training Hours, No of technical training completed |
Experience: 1-3 Years .
Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.