Manager - Complaint Management - Business Correspondence Agents - BFSI

Manager - Business Correspondence

- Handling Complaint Management / Service query raised by BC Agents through complaint Management System.

- Handling of complaints raised through all mediums like social media, GRC, PNO, MD Desk, BO, RBI etc. related to BC Agents.

- Managing the generic email id created for BC complaints and monitoring the same for resolution.

- Resolving complaints instantly and reverting to each BC Agents.

- Logging of unresolved complaint to CRM System through upload option.

- Tracking all complaint lodged in CRM and tracking status of each complaint as per TAT and updation of complaint status to Customer Complaint Management system of CSC Channel through upload option.

- Maintaining MIS and publishing the dashboard of all Complaints Received, Logged in CRM , Resolved and Outstanding at EOD.

- Maintaining MIS of the Complaint Reasons and giving feedback to BC on boarding and Process team with nature of complaints received for process improvement / modification.

- Tracking the TAT's of closed and open complaints.

- Co-ordinating with various internal departments for timely closure of Complaints.

- Reviewing closed complaints for adequate closure and ensuring to communicate the same to respective BC also.

- Reviewing the complaint trends and analyze the nature, reasons and cause and propose potent feedbacks to management for process, product related changes.

- Ensuring that the Complaint Management note is adhered while responding directly to BC Agents / Customer's related to BC transactions.

- Co-ordinating with QIG team for any response, database, MIS related to BC Agent Complaints.

- Any other additional tasks as assigned by Product Head from time to time.

- Monthly update to Senior Management.

- Attending meetings, concalls by Regulators, Audit, Compliance, QIG team for Complaint Management of BC's.