About the role
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