Customer Resolution Services (CRS) is a Business unit within the Centralized Transaction Operations, Service and Resolution organization and part of the larger Consumer and Community Banking (CCB) group.  CRS is responsible for researching and resolving requests for both image and paper-based exceptions resulting from the forward collection.  

This position is responsible to enhance the customer experience through researching and resolving customer claims like Amount miss match, Missing Deposit, Non Post, Non Negotiable, Multi Post Etc. It requires to research and take decision on resolving the customer request by processing debit/credit. It requires strong analytical and decision making skills to resolve customer request and helps the bank to avoid the losses.

It requires use of various software (including Microsoft Office), web based, and mainframe applications. Communication, in both written and verbal formats with Branch Manger, Customer Service Representative, other Financial Institutions and internal department of the results of research efforts within established service level agreements will be necessary

JOB Responsibilities

• Responsible to research and process Debit/Credit adjustment by contacting clearing partners (Branch & other Financial Institutions) and follow the set standard operating procedures. Diligently follow banking guidelines provided by Federal Government 
• Provide high quality servicing of research requests for customers, internal departments and/or other financial institution. Research and report suspicious transaction by performing detailed research on customer account as well as verification of transaction
• Evaluate and analyze data from multiple sources in a fast-paced environment, timely identification/escalation of issues.
• Monitor requests for age, which may include contacting bankers and providing updates regarding requests as requested by requestors and/or management.
• Analyze cases and apply resolutions methods as per SOP guidelines
• Refer and transfer complex issues/inquiries to Subject matter expert & Team Leader
• Enhance customer experience by meeting customer impact accuracy levels and reducing case resolution turnaround time
• Ensure processing discipline by meeting non customer impact accuracy levels and respond to escalations with a sense of urgency
• Take active participation in PMR, Q-board, and team huddle and also identify areas for process improvement
• Complete the assigned trainings on time

Skills/ Qualifications

• Graduate in Commerce (Preferred) or Graduate in any stream with 0-2 Years of experience
• MS Office skills
• Oral & written communication skill
• Strong accounting knowledge 
• Adaptability to change                              
• Excellent Client focus and Customer care working practices
• Attention to detail
• Problem solving
• Team player
• Strong time management skills required to work on BAU & other initiatives
• Flexible attitude towards working hours due to the demands of the working place