Senior Role - Compliance & Complaint Management - Unsecured Loans - Bank

Job Role is to manage Customer Complaint for unsecured Loans. To ensure complaints are at minimal level, effective closure with Customer satisfactions, create awareness among sales team and Regional Heads on customer complaint Disciplinary action.

The role is also Responsible for developing compliance guidelines, reviewing polices and advising management on possible risk

- E2E Complaint Management for Vertical.

- Monitoring, assigning the daily cases volume logged in CRM under respective product.

- Delivering CRM closure TAT with quality as per the guidelines laid down by complaint management cell.

- Playing a role of a skip level officer by reviewing the monthly customer complaints logged with bank related to employee behaviour and ascertain whether it is staff related complaint or not. Basis the findings and classification the recommendations is submitted to QIG HR, Vigilance team.

- His key process is also to analyse the contributor to high volume of cases logged in (as per sourcing Channel wise) and accordingly implement the adequate controls (which include Disciplinary action) to mitigate the increasing trend.

- His role is to submit remedial action to arrest the high trend which is discussed and submitted to various forums (Standing Committee on customer service, RBI reporting on Customer complaints against Agency / Vendor, Customer Experience & Improvement meeting with senior Management).

- Ensures a vertical functions in a legal and ethical manner while meeting its business goal.

- Responsible for developing compliance guidelines, reviewing polices and advising management on possible risk.

- Provide an in-house service that affectivity support business areas in their duty to comply with internal procedures.

- Ensure that a function has internal control that adequately measure and manage the risks it faces.

- Customer feedback Process and Review

- Internal audit of overall Lead Management Process.