Regulatory Escalation Officer

Role Overview: As a Regulatory Escalation Officer in the Grievance Redressal department of Customer Service, your main responsibility will be to provide adequate and quick resolution to all escalated complaints from regulatory bodies, senior managers, nodal offices, and internal departments at GRD. You will ensure adherence to grievances redressal policy and processes, monitor their implementation, and take corrective action when necessary. Your role will also involve reviewing auditors" comments on the implementation of customer service and grievance redressal policies, submitting the RCA with an action plan, participating in initiatives to reduce customer complaint escalations, and ensuring the adequacy and quality of all complaints resolutions. Key Responsibilities: - Provide quick resolution to all escalated complaints from regulatory bodies, senior managers, nodal offices, and internal departments at GRD - Ensure adherence to grievances redressal policy and processes - Review auditors" comments on customer service and grievance redressal policies and take corrective action as required - Evaluate complaints and submit the RCA with an action plan - Participate in initiatives to reduce customer complaint escalations - Ensure adequacy and quality of all complaints resolution - Meet deliverables in a timely manner - Answer all regulatory queries to the regulators" satisfaction - Solve customer queries responsibly with empathy, active listening, courtesy, politeness, helpfulness, and exhibit behaviors such as initiative-taking, accountability, and values adhering - Showcase skills necessary to create a high-quality customer experience, as reflected through customer satisfaction and quality scores - Collaborate with multiple departments; ability to follow up and influence faster resolution Qualification Required: - Strong on-call, written, and verbal communication skills along with active listening - Ability to articulate messages and information clearly and accurately - Familiarity with Customer Relationship Management systems - Customer focus and adaptability to different personality types - Ability to multi-task, set priorities, and manage time effectively - Ability to work flexible work schedules when required - Basic maths and computational skills,