Title QRT

As a member of the team responsible for solving service requests and RBI reportable complaints received from various channels, your role will involve validating each complaint through various stages and following approved SOP for resolution. You will also be 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 issues to other stakeholders or respective teams for closure. - Ensure proper validation before removing any block or freeze from customer accounts. - Collaborate with relevant stakeholders for timely resolution and continuous improvement of services. - Timely escalate any issues if a complaint or request goes beyond the defined turnaround time (TAT). - Follow all RBI circulars related to complaint management. - Ensure end-to-end closure of customer requests and complaints on CRM. - Uphold quality communication and customer servicing in line with bank guidelines. - Aim for customer delight and consistent service experience. - Adhere to information security norms and quality process norms. - Stay informed and compliant with all updates related to the process. The deliverables for this role include: - Compliance adherence - TAT adherence - Quality of resolution - SOP adherence,