01Responsibilities
Complaint Resolution
Ensure to handle and end to end resolution of complaints received on Escalations Channels like Banking Ombudsman, NHB, RBI, Management, Nodal Officer, Online Grievance Portal etc
Comprehend, analyse and action complaints received under various escalation channels as per defined process, timelines and quality
Ensure to update Management on the progress of Customer Complaints and Customer Service in general.
Review all Level 2 and above complaints.
Monitor the escalation process in the organization based on the criteria specified by the organization; suggest ways of improving the existing process to increase consumer satisfaction
Ensure compliance with established rules to assure that best solutions are executed inclusive of delivery challenges
Ensure continuous review and analysis of processes and procedures to identify and implement operational efficiency and consumer satisfaction.
Follow-up with members and internal teams for timely resolution
Ensure timely response on escalation clarification processes and ensure FTR
Collaborating with cross functional team in resolving complaints within defined timelines
Ensure maintenance management of records under escalation process
Submission of Notes to the Customer Service Committee of the Board and taking action on their directions.
Process Improvement
Proactively identify prospects and provide alternatives/solutions for process improvement
Introduce best practices to streamline the work flow and improve team productivity, meet processing expectations and ensure all timelines met by the team
Design processes and bring continuous improvements in existing processes. .
