Job Description:

Core Responsibilities:

Complaint Resolution

- Ensure to handle and end to end resolution of complaints received on Escalations Channels like Banking Ombudsman, NHB, RBI, Management, Nodal Officer, Online Grievance Portal etc

- Comprehend, analyse and action complaints received under various escalation channels as per defined process, timelines and quality
- Ensure to update Management on the progress of Customer Complaints and Customer Service in general.
- Review all Level 2 and above complaints.
- Monitor the escalation process in the organization based on the criteria specified by the organization; suggest ways of improving the existing process to increase consumer satisfaction
- Ensure compliance with established rules to assure that best solutions are executed inclusive of delivery challenges
- Ensure continuous review and analysis of processes and procedures to identify and implement operational efficiency and consumer satisfaction.




- Follow-up with members and internal teams for timely resolution
- Ensure timely response on escalation clarification processes and ensure FTR
- Collaborating with cross functional team in resolving complaints within defined timelines
- Ensure maintenance management of records under escalation process
- Submission of Notes to the Customer Service Committee of the Board and taking action on their directions.

Process Improvement

- Proactively identify opportunities and provide alternatives/solutions for process improvement
- Introduce best practices to streamline the work flow and improve team productivity, meet processing expectations and ensure all timelines met by the team
- Design processes and bring continuous improvements in existing processes.

📌 Nodal Officer-Mumbai
🏢 Acura Solution
📍 Mumbai