Process & Projects - Customer Communication

Role & responsibilities

To ensure clear, consistent, and effective communication with customers across various voice / non-voice channels, enhancing

customer experience/ satisfaction and loyalty.

Driving customer communication manual campaigns execution by efficiently utilizing partner platforms (cPaaS)

Drafting SMS/Email/Whatsapp communication templates as per business ask for manual/systemic campaign triggers

Develop and implement comprehensive communication strategies to improve customer engagement, satisfaction and

overall experience.

Collaborate with various stakeholders to ensure consistent messaging and information dissemination.

Maintain communication templates, FAQs, and other resources to support customer interactions.

Handle escalated customer inquiries and complaints, ensuring timely and effective resolution.

Stay updated on industry trends and best practices in Customer Communication

To conduct UAT and sampling checks on communication deployment across LOBs and channels. Ensuring error free delivery.

Developing and maintaining project plans/timelines with timely escalations for appropriate interventions

Identify areas of improvement / non value add activities to reduce and improve productivity, reduce TAT

Preferred candidate profile

Ability to work on communication platforms for SMS/Email/WhatsApp Campaign execution

Excellent communication skills, both verbal and written

Good understanding of retail lending operations

Good Stakeholder Management

Good understanding of regulatory guidelines, especially in the BFSI industry

Understanding of Project Management life cycle