JOB RESPONSIBILITIES INCLUDES   On Daily Basis Extract the complaints report from CRM Unison, and sent consolidated to Complaint team member manager and Head of Department which headers assigned to take up each officer.  Complaint Analysis on weekly basis Resolution on ATM Settlements, Branch Banking, Internet Banking.  Perform Root cause analysis on monthly basis for the complaints assigned. Highlight the issues to Unit Head for permanent resolution.  To ensure efficient and effective complaint resolution as per Internal and Regulatory requirements and the defined standards.  All complaints logged Initiate on CRM-Unison and resolved within the TAT defined.  Strictly follow Escalations matrix resolution of the complaint. for immediate     Ensure full compliance with policies and procedures, regulations while resolving complaints.  Ensure all complaints are timely Acknowledgment via call and SMS and Interim is made wherever applicable.  Inform resolution to customers via multiple channels available (i.e., SMS, emails, calls or letters).  Coordinate with different stakeholders for the timely resolution of complaints enabling better customer satisfaction.  Ensure all complaints are timely escalated as per the defined matrix, in order to get them resolved within the TAT.  All letters/ emails sent to customers are retained in files. All emails received from customers are also print and maintained.  All complaints details are updated in MIS for submission to Unit Head.

Monitoring all Branch ATMS & Report daily basis to team leaders &Manager Operations.
Master/Union Pay Debit Cards, SMS banking and Internet banking Activation and Blocking.
Educate Customers on Product Options and Technology Issues.
Manage Customer and Bank Privacy.
Meets all Services Standards and Indicators of 100 Courtesy and Accuracy.
Manage and Pass on Customer Feedback.
Effectively use a Variety of Computer Programs to Access Customer Details and Databases,
And Research Options.
Resolve the Customer Complain and properly forward to the Complaint Department.
To Ensure that All Customer Problems and queries Get Resolved in the Minimum Possible Time
Frame (to do online Resolution to log the query in the Problem Resolution System).
Provide Accurate and Precise Information about Products and Services, and ongoing
Promotional Activities to the Customer.
Responsible for dealing technical queries related to Visa Credit Cards, Visa Debit Cards, and Internet Banking.

Visa Credit Cards, Visa Debit Cards, SMS banking and Internet banking Activation and Blocking.
Manage Customer and Bank Privacy.
Meets all Services Standards and Indicators of 100 Courtesy and Accuracy.
Manage and Pass on Customer Feedback.
Effectively use a Variety of Computer Programs to Access Customer Details and Databases,
And Research Options.
Fund Transfer in own Account and Other Account.
Utility Bill Payments.
Resolve the Customer Complain and properly forward to the Complain Department.
Responsible for Dealing technical queries related to Visa Credit Cards, Visa Debit Cards , Internet Banking

Staff scheduling and roster development ensures proper allocation of staff according to prescribed model.
Department Allocation the Ambulance at the patient side or on road emergency
Ensures attendance and coverage for all staff absences including use of electronic attendance system.
Monitors the on-going performance of the Ambulance Teams at stations and respective key points. And insuring key performance indicators
Provides coaching and counselling to staff in a professional manner and consistent with the HR policies.
Conducts refresher for EVOs/EMTs/EMOs at Station Level
Record the Monthly Attendance & submit to supervisor for approval.
Records leave and maintain records for submission to Station Manager.
Ensures handing and taking over procedures countersigning all the forms at day-end and taking
Notice of all the faults notified by the ambulance crew, for further action towards rectification.
Liaises with the Control & Command Centre to ensure that communication protocol is being followed.
In Bound Emergency Medical Dispatcher
Handled Monitor inbound customer service complaints and questions from a variety which dealing 1036
Input call data into the company database and generated reports for management at the end of the week.
Handled inbound calls from prospective Patient who need dialled 1036 & required ambulance & dispatched forward to wireless operator.

Computer Data operator and Casher

In charge of Outdoor/Indoor Staff