Customer Experience Specialist- Financial Services - Mumbai, India - MONEYLICIOUS INVESTMENTS AND CONSULTING SERVICES PRIVATE LIMITED

Description

A Financial Services Corporate based out of Goregaon is hiring for Customer Experience Specialist with mandatory experience in Financial Services or Banking Sector

Requirements:

Qualification MBA or relevant Bachelors degree.

Experience 1-5 years of professional work experience in a member facing position.

Responsibilities:

As a Member Onboarding Specialist, you will be the flagbearer of member experience and an integral part of our team.

Guiding members through account set-up, product queries, transaction issues and any other challenges they may face.

Educating members on our tools and features to enhance adoption and retention.

Collaborating with the rest of the team on new member-centric initiatives.

Troubleshooting issues faced during the member lifecycle.

Delivering a WOW member experience every time.

Support members via the in-app chat service, emails and over the phone throughout the member journey, particularly during the MVP launch phases

Resolve both routine and complex enquiries in a thorough and expeditious manner, escalating to appropriate teams and individuals as required.

Address member complaints in a compassionate and patient manner.

Strive to achieve high member satisfaction by going above and beyond.

Motivate and encourage members across the member journey to maximize member satisfaction.

Identify any concerns by asking relevant questions and escalating to management/other teams where necessary.

Continuously improve the member support process using insight into the overall experience, tracking feedback, and providing such a team meeting.

Work on ensuring quick response time, and ensure a stellar member experience.

Proactively review the user journey, find and work upon areas of improvement.

Taking a consultative approach to helping members overcome issues and achieve goals to provide them with a 7-star experience.

Overseeing the entire member lifecycle from onboarding right through to enabling business success for members.

Skills Excellent written and verbal communication skills and strong command over the English language. A good story teller. Problem Solving ability with strong solution orientation Prior experience working in a member-facing role or in the hospitality industry (preferred) Proactiveness and ability to take ownership of tasks and projects Strong operational expertise, time management skills and a growth mindset Ability to synthesize member feedback and share it with the team A team player who is eager to collaborate with members and team members Experience in building and maintaining relationships, while working to mitigate churn and drive engagement and renewals. Critical thinking and problem- solving skills. Excellent organization, prioritisation, and multi-tasking skills with strong attention to detail. Empathy and compassion to work within a team and independently. Ability to use CRM tools and systems, exposure dealing with data privacy (nice-to-have)