backoffice executive

JD

Lodgement:

1) To lodge, classify, and route complaints received from regulatory bodies or customer escalations.

2) To provide timely responses to customers on behalf of Axis Bank.

3) To coordinate with relevant departments/branches for resolution.

4) To maintain accurate records and MIS for audit and performance tracking.

Follow up for the cases:

1) We follow up on the complaints that are lodged, to provide complete resolution from branches and departments.

2) The objective of this Follow up is to make the case TBC (To Be Closed) so that CHO would close it.

3) We mark mails and make calls to assigned branches and departments through mail for the updates.

4) If during the Follow up process we identified that the case is TBC or IO is required for that particular case, then we intimate the case to CHO and prepare the BO draft or Customer Response or IO Draft as required by CHOs.

Prepare IO Draft:

1) We check whether the reason for denial is appropriate and if the investigation is properly carried out. Based on the investigation we prepare the IO template.

2) If still the investigation is required, then we do follow up on those cases, once the analysis is completed, we prepare IO Template and share with the CHO s to raise on CRM.

3) Once the IO draft is uploaded in the CRM system it is verified/checked at 2 levels before IO and the primary checking is done by CHO.

Before preparing for IO draft first thing which needs to be checked is previous SR through Customer ID or Customer s name, since if IO draft is already prepared for the same complaint in the previous SR, then there is no need of it to be prepared all again. But if customer write in RBI with some additional concern, then we have to refer the previous IO and re-raised with additional concern resolution.

Prepare BO (Banking Ombudsman) Draft or Customer Response

1) We assist the CHOs in preparing the BO draft which is required to be sent to BO after RNO s vetting.

2) For making BO draft or Customer Response, we analyse the whole case and if investigation is required then do Follow up and once the analysis is completed, we prepare BO Draft and customer response.