Analyst-RCA-Customer Experience
IDFC FIRST Bank — Thane, THANE
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Job Description
Job Requirements About the Role
As an Analyst – Root Cause Analysis (RCA), Customer Experience, you will play a key role in identifying the underlying causes of customer complaints and escalations. Your primary objective will be to uncover process gaps, risks, and systemic issues across the customer lifecycle and recommend actionable solutions to enhance service delivery and customer satisfaction.
Key Responsibilities
Primary Responsibilities
- Conduct root cause analysis of customer complaints and escalations across various touchpoints.
- Identify process gaps, risks, and recurring issues across people, processes, and technology.
- Recommend corrective and preventive actions to improve customer experience and reduce future escalations.
- Review internal processes and benchmark against industry best practices in the financial services sector.
Secondary Responsibilities
- Collaborate with product and process teams to stay updated on changes in policies, procedures, and offerings.
- Maintain a strong understanding of the bank’s products and services to contextualize findings effectively.
What We Are Looking For
Education
- Graduate in any discipline.
Experience
- 0 to 2 years of relevant experience in customer service, process review, or root cause analysis, preferably in the financial services sector.
Skills and Attributes
- Strong analytical and problem-solving skills.
- Attention to detail with the ability to identify gaps and inefficiencies.
- Good communication and collaboration skills to work across teams.
- Awareness of customer lifecycle and service delivery frameworks.
Frequently Asked Questions
What are the eligibility criteria for the Analyst-RCA-Customer Experience job at IDFC FIRST Bank?
Eligibility typically includes the qualifications and experience outlined in the job description above, with around 5-10 Years years of relevant experience expected for this role.
What are the primary responsibilities of a Analyst-RCA-Customer Experience at IDFC FIRST Bank?
The key responsibilities for this role are detailed in the Key Responsibilities section above, covering the core duties expected of a Analyst-RCA-Customer Experience at IDFC FIRST Bank.
Is prior experience required for this position?
This role requires around 5-10 Years years of relevant experience, as specified in the job listing. Please refer to the Qualifications & Experience section above for full details.
What skills are important for this role?
Skills relevant to this position are outlined in the Qualifications & Experience section above. In general, strong communication, domain knowledge, and the ability to meet role-specific targets are valued across similar BFSI positions.
How do I apply for the Analyst-RCA-Customer Experience role at IDFC FIRST Bank?
You can apply directly using the Apply Now button on this page, which will take you to IDFC FIRST Bank's application process for this role.
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