Title Not provided

The team is accountable for resolving service requests and RBI reportable complaints received from various channels such as Voice, Non Voice, CGOs, and ODR channel. Each complaint will undergo multiple stages of validation to ensure end-to-end verification. The team will adhere to the approved Standard Operating Procedures (SOP) for resolving complaints at different stages and will update the status of each complaint on the Customer Relationship Management (CRM) system. Responsibilities: - Address and resolve customer service requests promptly within defined timelines. - Verify customer details before escalating the issue to other stakeholders or respective teams for closure. - Validate thoroughly before lifting any block or freeze from customer accounts. - Collaborate with relevant stakeholders to ensure timely resolution and continuous improvement of services. - Escalate any issues promptly if a complaint or request exceeds the Turn-Around Time (TAT). - Stay updated with all RBI circulars related to complaint management. - Ensure end-to-end closure of customer requests and complaints on the CRM platform. - Uphold quality communication and customer service following the bank guidelines. - Strive for customer delight and consistent service experience. - Adhere to Information Security norms and quality process norms. - Remain informed and compliant with all updates related to the process. Deliverables: - Adherence to Compliance standards. - Adherence to Turn-Around Time (TAT). - Quality of resolution. - Compliance with Standard Operating Procedures (SOP).,