Job Description

• Provide all customers with an efficient service in a professional, enthusiastic and knowledgeable manner at all times in order to maintain and develop customer relationships through the CRM process.
• To effectively promote MNF Website and self-service facility 
• Take incoming calls from customers and deal with any customer queries relating to their current, or possible future finance agreements.
• Ensure that prompt and regular communication is maintained between all internal and external parties to ensure seamless and consistent service levels are maintained at all times. This includes Live Chat, emails and social media 
• Conduct customer surveys, in order to maintain and improve levels of service within the business.
• Assist customers who are looking for a settlement figure, advise the customers of their re-financing options, analyze customer records using company systems to identify sales opportunities and make appropriate recommendations.
• Undertake any administration necessary upon the customer’s decision to re-finance their new purchase/vehicle.  Liaise with colleagues as appropriate e.g. underwriting ensuring all relevant documentation is completed and accurate in a timely manner.
• Liaise with the motor dealer providing support and information throughout the application process.
• To enhance performance of the department, assist in recognising and recommending suitable improvements regarding business development and Company procedures, to ensure competitiveness through the development of products and services, and that the efficiency and effectiveness of the function and division is maintained.
• Provide information to management to assist with the production of reports as requested by CSC management.
• Maintain a comprehensive and up to date knowledge and understanding of Finance products and services, providing accurate information and proactively promoting them where appropriate

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Do

1. Conduct process quality audits as per plan

• Conduct various process audits as per guidelines and SPO’s defined in QMS
• Prepare findings from the report and share it with the account/ project leadership on daily/ weekly/ monthly, as required
• Conduct weekly analysis to identify the error trends and for top 2 errors, conduct root cause analysis (RCA)
• Conduct calibration communication to communicate any changes from the client and conduct refresher trainings to bridge any skill gap due to these changes

2. Conduct analysis, report generation and process compliance in different areas like metrics office, CAG, Process Definition

• Ensure processes to be followed in Wipro in terms of all quality norms in the areas of project management and highlight potential risks
• Provide insights and process guidance to the projects as per the need
• Prepare timely dashboards, reports, insights and share with the central quality and delivery teams to ensure minimum client escalation
• From time to time highlight any critical escalations where the central quality team’s intervention is required in any BU project team
• Automate the report generations etc to ensure minimization of non-value added tasks, ensuring maximum utilization of existing platforms and their increased adoption

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Deliver

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