Customer Grievance Officer

Job Title: Customer Grievance Officer Reports to Manager CAPL Location: Airoli Navi Mumbai Job Overview: The Grievance Officer is responsible for ensuring effective resolution of customer complaints and grievances, enhancing customer satisfaction, and maintaining the bank's reputation for excellent customer service. This role involves managing and addressing customer concerns in a timely, fair, and transparent manner. Key Responsibilities Grievance Handling: Receive and log customer complaints and grievances through various channels, such as phone, email, or in-person visits. Investigate and analyze the root causes of complaints to provide accurate solutions. Ensure all complaints are handled within the stipulated timeframes and in adherence to the bank's policies and regulations. Customer Communication Maintain clear and open lines of communication with customers throughout the complaint resolution process. Provide customers with timely updates on the status of their complaints and expected resolution timelines. Resolution and Mediation Mediate between customers and relevant bank departments to ensure fair and satisfactory resolutions. Collaborate with internal teams to identify solutions that address customer concerns while adhering to the bank's policies. Documentation and Reporting Maintain comprehensive records of customer complaints, investigations, resolutions, and actions taken. Prepare and present regular reports on grievance trends, resolution effectiveness, and customer satisfaction. Process Improvement Identify recurring customer grievances and contribute to developing strategies to address underlying issues. Provide insights and recommendations to improve customer experience, policies, and procedures. Regulatory Compliance Ensure that complaint resolution processes align with banking regulations and guidelines. Stay updated on relevant regulations to ensure compliance and accurate handling of complaints. Training and Awareness Conduct training sessions for bank staff on effective complaint handling and customer communication. Raise awareness among employees about the importance of customer feedback and grievance resolution. RequirementsQualifications and Skills: Minimum graduate required Minimum 1 year tenure in Spocto (Customer service, Quality analyst & Customer service background) Proven experience in customer service, complaint handling, or a similar role within the banking sector. Strong understanding of banking regulations, policies, and procedures. Excellent communication and interpersonal skills. Analytical skills to investigate complaints and identify trends. Empathy and the ability to handle challenging customer interactions. Proficiency in using customer relationship management (CRM) systems and banking software. Attention to detail and ability to maintain accurate records. Problem-solving skills to identify root causes and develop effective solutions. BenefitsWant to know more about spocto and its culture In this Company, not only are we understanding about customers and the importance of repayment, but we are the first movers when it comes to introducing cutting edge technology to this industry. We have products and features specifically built to help our clients improve their collections efficiency, enhance customer experience and most importantly, bringing perfect compliance in their operations. Our products SMARTRank - An Early Warning System that highlights Value-at-risk within portfolio KisanPay - An Agri initiative by spocto to bring farmers mainstream through education, context, and the power of linguistics Bhaasa - A powerful AI conversational bot that is packed with all major languages across 100+ dialects In Feb 2022, spocto was acquired by Yubi (formerly known as CredAvenue). About Yubi Yubi, formerly known as CredAvenue, is re-defining global debt markets by freeing the flow of finance between borrowers, lenders, and investors. We are the worlds possibility platform for the discovery, investment, fulfilment, and collection of any debt solution. At Yubi, opportunities are plenty and we equip you with tools to seize it. In March 2022, we became Indias fastest fintech and most impactful startup to join the unicorn club with a Series B fundraising round of $ .