Manages customer experience for retail lending, improving interactions and Net Promoter Score. Handles high-impact complaints from customers or external parties, prepares replies consistent with the Treat Customers Fairly Charter, and identifies root causes for improvement. Drives call centre productivity, advises agents, and supports ad hoc projects.
Core skills
Customer experience managementNet Promoter Score (NPS) managementComplaint handlingRoot cause analysisRegulatory complianceTreat Customers Fairly (TCF) Charter
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