Regulatory Escalation Officer

As a Regulatory Escalation Officer in the Grievance Redressal department of Customer Service, your primary responsibility will be to provide timely and satisfactory resolutions to escalated complaints from regulatory bodies, senior managers, nodal offices, and internal departments. You will ensure strict adherence to grievance redressal policies and processes while monitoring their implementation and taking corrective actions as necessary. It will be your duty to review auditor comments on customer service and grievance redressal policy implementation, taking corrective measures where needed and evaluating complaints to submit Root Cause Analysis reports along with action plans. Your role will also involve participating in initiatives aimed at reducing customer complaint escalations, ensuring the quality and adequacy of complaint resolutions, meeting deliverables promptly, and addressing all regulatory queries to the satisfaction of regulators. Moreover, you will be expected to handle customer queries with empathy, active listening, courtesy, politeness, and helpfulness, while demonstrating proactive behaviors like taking initiative, accountability, and upholding organizational values. Your ability to create a superior customer experience will be reflected through customer satisfaction and quality scores. Collaboration with various departments, effective follow-ups, and influencing faster resolutions will be crucial aspects of your role. Additionally, you will play a secondary role in identifying units responsible for escalations, conducting RCAs, suggesting process improvements, and collaborating with internal and external stakeholders. Key success in this role will be determined by your strong communication skills, both written and verbal, active listening abilities, clear articulation of messages and information, familiarity with customer relationship management systems, customer-centric approach, adaptability to various personality types, effective multitasking and time management skills, willingness to work flexible schedules as needed, and possessing basic mathematical and computational abilities.,