Investigate complaints thoroughly , gather relevant information and analyze
Provide timely and accurate responses to customer inquiries and complaints.
Handle and resolve all unstructured and complex complaints in an effective and timely manner for all RBG, SME customers
To develop and maintain optimum level of service quality with external and internal customers by ensuring complaints resolution in reasonable TAT as per SLAs
To perform in-depth investigation and true RCA (root-cause analysis) to get to the bottom of problems impacting customers
To maintain courteous, proactive and resolution-oriented relationship with all interacting units/ departments of the bank in order to ensure complete resolution of customer complaints
To visibly improve customer satisfaction scores and related survey results through complaint resolution
Document all customer interactions, complaints, and resolutions accurately and comprehensively in the complaint management system (CRM)Ensure that customer interactions comply with regulatory requirements, confidentiality standards, and bank policies
Coordinate and maintain a strong follow-up with internal departments, including Operations, Business, Compliance, and Risk, Technology and legal teams, to investigate and resolve complaints effectively.
Work to exceed the service standards and indicators and be individually responsible for prompt reporting of the same on an ongoing basis.
Contribute towards team building and create positive energy to boost team’s productivity.