• To manage a team of Broker Account Analysts.• To manage relationship with Alternative Finance Providers in the UK.• To manage onboarding, contracts, loan book and remittance with partner lenders.• To seek opportunities to gain more business and revenue for the organisation.• To negotiate on behalf of the company and client to gain a favourable deal.• To bring necessary changes in the process to win more business and earn more commission.• Coordinating with internal… Show more • To manage a team of Broker Account Analysts.• To manage relationship with Alternative Finance Providers in the UK.• To manage onboarding, contracts, loan book and remittance with partner lenders.• To seek opportunities to gain more business and revenue for the organisation.• To negotiate on behalf of the company and client to gain a favourable deal.• To bring necessary changes in the process to win more business and earn more commission.• Coordinating with internal teams for efficient customer service. Show less

Assisting Customers with their queries and services.Taking ownership of every case and servicing customers end to end.Coordinating with various departments to ensure immediate resolution of existing issues like Billing, Upgrades, and Collections etc.Generating reports daily to prioritize different tasks according to the volume of work.Floor Walking and Mentoring new employees.Highlighting areas of improvement and process gaps for the smooth functioning of the process.

To audit the cases worked by the Customer Service Representative.Record feedback and to let the Customer Service Representative know about his/her areas of improvements.To conduct accreditation for newly hired employees.Bring in necessary changes to the process and up-gradation of the operation core processTo check whether the CSR has incorporated Knowledge and competence and the customer was able to comprehend what the CSR has written in correspondence.Attend case… Show more To audit the cases worked by the Customer Service Representative.Record feedback and to let the Customer Service Representative know about his/her areas of improvements.To conduct accreditation for newly hired employees.Bring in necessary changes to the process and up-gradation of the operation core processTo check whether the CSR has incorporated Knowledge and competence and the customer was able to comprehend what the CSR has written in correspondence.Attend case calibrations with clients.To prepare various quality reports of CSR performance by every end of the month.To conduct a Process Knowledge Test for CSR.To prepare site-wise process quality reports. Show less