Roles and Responsibilities :
- Manage escalations from various channels, including voice calls, emails, and chats.
- Resolve complex customer issues in a timely and efficient manner.
- Coordinate with internal teams to resolve technical issues related to banking processes.
- Maintain accurate records of all escalated cases and provide regular updates on issue resolution status.
Job Requirements :
- 3-6 years of experience in complaint management or similar role.
- Robust understanding of banking process knowledge is required.
- Excellent customer support skills with ability to handle high-pressure situations.
- Proficiency in managing multiple escalations simultaneously while maintaining attention to detail.