Regulatory Escalation Officer

Job Description

Job Requirements Role/Job Title: Regulatory Escalation Officer Business: Customer Service Function/ Department: Grievance Redressal Roles & Responsibilities 'Provide adequate & quick resolution to all the escalated complaints from regulatory bodies, senior managers, nodal offices and internal departments at GRD. Ensure adherence to grievances redressal policy and processes, monitoring its implementation and initiating corrective action wherever needed by self. Review the comments of auditors on implementation of customer service and grievance redressal policies and initiate corrective action wherever necessary Evaluation of complaints and submit the RCA with action plan. Participate in various initiatives towards reduction in escalations of customer complaints. Ensure adequacy and quality of all complaints resolution at this level. Ensure the deliverables are met in a timely manner. Ensure all regulatory queries are answered 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 Showcases skills necessary to create a high-quality customer experience, as reflected through customer satisfaction and quality scores Collaboration with multiple departments; ability to follow up and influence faster resolution Secondary Responsibilities 'Identify Erring units Responsible for Escalation , RCA and suggest Process Improvements. Effectively collaborate with internal and external teams/stake holders. Key Success Metrics '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 Show more Show less