Complaint Management Executive

Role & responsibilities:

Grievance Redressal Management

• Complaint Handling:

  Team will be primarily responsible for overseeing the effective resolution of customer complaints raised through regulatory channel. This includes addressing issues related to services, transactions, fraud, or any other areas of customer dissatisfaction.

• Timely Resolution:

  Ensuring that complaints are addressed and resolved within the timelines prescribed.

• Escalation Point:

  Acting as the final point of contact for complaints that cannot be resolved at lower levels.

Compliance with RBI Regulations

• Adherence to RBI Guidelines:

  Ensuring that the organization complies with the RBI's guidelines.

• Monitoring Compliance:

  Regularly reviewing internal procedures to ensure that they are in line with the RBIs evolving rules and guidelines on complaint management.

Documentation and Reporting

• Maintaining Records:

  Ensuring that all complaints, investigations, and resolutions are accurately documented and stored in line with legal and regulatory requirements.

• Reporting to RBI:

  Submitting reports on the status of complaint resolutions, including escalated cases, in compliance with RBIs reporting requirements. This includes monthly, quarterly, and annual reports as needed.

• Data Analysis:

  Compiling and analyzing data to identify trends, recurring issues, or areas for improvement in customer service and complaint management.

Customer Communication

• Transparency in Communication:

  Keeping customers informed about the status of their complaints, providing regular updates, and ensuring clear communication regarding resolution steps.

• Empathetic Communication:

  Responding to customer complaints with empathy and understanding, particularly in cases of serious grievances or dissatisfaction.

• External Liaison:

  Acting as a liaison between the organization and regulatory bodies, including the RBI, ensuring all communication is professional, accurate, and complies with applicable standards.

Root Cause Analysis

• Investigating Complaints:

  Conducting a thorough investigation into customer complaints to identify the root cause of issues, whether they are procedural, operational, or caused by human error.

• Problem Resolution:

  Identifying systemic issues that might be causing recurrent complaints and working with relevant teams to implement corrective measures to prevent future issues.

• Continuous Improvement:

  Proactively recommending changes to policies, procedures, or systems based on lessons learned from customer complaints.

Training and Awareness

• Staff Training:

  Ensuring that all employees involved in complaint handling are properly trained and aware of the banks policies, the RBI's grievance redress mechanisms, and the importance of customer service.

• Raising Awareness:

  Promoting awareness of the banks Grievance Redressal mechanism to customers, ensuring they know how to file complaints and the process for resolution.

• Internal Awareness:

  Ensuring that all relevant departments understand the RBIs customer protection norms and the importance of adhering to them.

Preferred candidate profile

• Good understanding of Loan products.