Customer Complaint Engineer

City Union Bank

1 - 5 years

4 - 7 Lacs

chennai

Posted:-1 days ago| Platform:

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Skills Required

customer complaints

Work Mode

Work from Office

Job Type

Full Time

Job Description

Key Responsibilities

Receive and log customer complaints from branches, email, phone, and regulatory portals.
Investigate issues and coordinate with internal departments to achieve timely resolution within SLAs.
Draft clear, professional, and empathetic customer communication emails regarding complaint acknowledgement, updates, and resolution.
Ensure all written communication adheres to bank templates, tone guidelines, and regulatory requirements.
Handle escalations and regulatory complaints (e.g., Ombudsman, Central Bank).
Maintain detailed and audit-ready documentation on all complaints and communication.
Analyze recurring issues and provide insights for service or process improvements.
Prepare and submit periodic complaint MIS reports and dashboards.

Required Skills & Competencies

Excellent email drafting and written communication skills.
Strong customer-handling skills with an empathetic approach.
Good understanding of banking products, services, and processes.
Knowledge of regulatory guidelines on customer grievances.
Analytical mindset with proficiency in Excel/MIS tools.
High attention to detail and time management.

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