Job Purpose:

- To handle and resolve all unstructured and complex customer complaints in an effective and timely manner

- To maintain courteous, proactive and resolution oriented relationship with all interacting units / departments of the bank in order to ensure complete resolution of customer complaints.

Key Result Areas:

- To develop and maintain optimum level of service quality with external and internal customer by ensuring complaints resolution in reasonable TAT as per SLAs

- To be the contact point for all internal staff with the core responsibility of resolving customer complaints, which are logged through all touch points - branches, MOL, emails, mails, phone banking and various channels

- Resolve/escalate all customer complaints assigned within agreed TAT

- Ensure 100% of the complaints are logged and updated on CRM before, during and after resolution.

- Maintain a strong follow-up with other units in order to ensure complete, proactive and accurate resolution of customer complaints.

- Contribute towards process and quality improvement within the bank by highlighting recurring issues and investigating root causes. By providing constructive feedback on service quality aspects through first hand observations.

- Work to exceed the service standards and indicators and be individually responsible for prompt reporting of the same on an ongoing basis.

- Participate in identifying opportunities, analyzing the root cause of problems and resolve them permanently in coordination with the process/product owners and review/ measure improvement in process/product

- Contribute towards team building and create positive energy to boost team's productivity.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.