Complaints Handler - Home finance

Job Title: ORM Executive

Location

Experience

Employment Type

The ORM Executive will serve as a key guardian of brand reputation for a home finance client, ensuring trust and credibility among customers. The role involves monitoring online conversations, managing reviews and feedback, resolving complaints, and highlighting positive stories to maintain a strong, trustworthy digital presence aligned with the company's vision of making home ownership accessible and hassle-free.

Goal of the Role:

To strengthen the company's online trust and ensure every digital interaction reflects reliability, transparency and empathy - values that define the affordable housing and home finance segment.

Required Skills & Key Roles and Responsibilities

• Strong written and verbal communication skills.

• Proficiency in ORM tools like Simplify 360 or other relevant platforms.

• Continuously monitor online mentions, reviews, and discussions related to the company, branches, and loan products.
• Coordinate with Customer Service, Operations, and Branch teams to ensure quick issue resolution and accurate communication.
• Track brand mentions and conversations across social media platforms
• Understanding of home loan customer lifecycle and sensitivity around financial issues.
• Prepare weekly/monthly ORM reports highlighting sentiment trends, review ratings, and key insights (case wise).
• Recommend actions to improve brand sentiment and customer satisfaction.
• Respond promptly and professionally to customer queries, complaints, and reviews across social media platforms etc.
• Familiarity with social media management tools and analytics platforms.
• Ability to handle critical situations with diplomacy and professionalism.
• Identify opportunities to highlight positive customer experiences or brand milestones online.
• Analytical skills to assess trends and measure the impact of ORM efforts.
• Basic understanding of SEO and digital marketing principles.
• Identify potential reputation risks early and coordinate with relevant teams to handle them effectively.
• Draft holding statements and response templates for sensitive issues.
• Co-ordinate with clients for social media posts scheduling from the tool / from pages.