Title Not provided.

As a member of the team, your role will involve solving service requests and RBI reportable complaints received from various channels such as Voice, Non Voice, CGOs, and ODR channels. Each complaint will undergo validation across different stages according to the approved Standard Operating Procedures (SOP). You will be responsible for updating the status of each complaint on CRM. Key Responsibilities: - Effectively address and resolve customer service requests within defined timelines. - Verify customer details before escalating the issue to other stakeholders or respective teams for closure. - Ensure proper validation before lifting any block or freeze from a customer account. - Collaborate with relevant stakeholders to ensure timely resolution and continuous improvement of services. - Timely escalate any issues if a complaint or request exceeds the Turnaround Time (TAT). - Adhere to all RBI circulars related to complaint management. - Ensure end-to-end closure of customer requests and complaints on CRM. - Uphold quality communication and customer service in line with bank guidelines. - Focus on delivering customer delight and maintaining a consistent service experience. - Adhere to Information Security norms and quality process norms. - Stay informed about and comply with all updates related to the process. In addition to the role responsibilities, the deliverables for this position include: - Compliance Adherence - TAT Adherence - Quality of resolution - SOP Adherence As a member of the team, your role will involve solving service requests and RBI reportable complaints received from various channels such as Voice, Non Voice, CGOs, and ODR channels. Each complaint will undergo validation across different stages according to the approved Standard Operating Procedures (SOP). You will be responsible for updating the status of each complaint on CRM. Key Responsibilities: - Effectively address and resolve customer service requests within defined timelines. - Verify customer details before escalating the issue to other stakeholders or respective teams for closure. - Ensure proper validation before lifting any block or freeze from a customer account. - Collaborate with relevant stakeholders to ensure timely resolution and continuous improvement of services. - Timely escalate any issues if a complaint or request exceeds the Turnaround Time (TAT). - Adhere to all RBI circulars related to complaint management. - Ensure end-to-end closure of customer requests and complaints on CRM. - Uphold quality communication and customer service in line with bank guidelines. - Focus on delivering customer delight and maintaining a consistent service experience. - Adhere to Information Security norms and quality process norms. - Stay informed about and comply with all updates related to the process. In addition to the role responsibilities, the deliverables for this position include: - Compliance Adherence - TAT Adherence - Quality of resolution - SOP Adherence