Key Responsibilities:
- Handle end-to-end customer complaints received through the RBI CMS portal.
- Act as the liaison between the organization, customers, and the RBI Ombudsman office.
- Ensure all RBI complaints are resolved within the defined internal and regulatory timelines.
- Maintain high-quality complaint resolution and minimize repeat complaints.
- Analyze customer complaints to identify root causes (RCA) and implement preventive actions.
- Drive process improvements based on complaint trends and customer feedback.
- Work on initiatives to improve customer satisfaction (CSAT) and operational efficiency.
- Conduct regular reviews with stakeholders to improve closure quality and turnaround times.
- Manage escalated cases and ensure compliance with RBI guidelines and internal policies.
- Depending on experience, the role may involve handling a team as well as working as an individual contributor on critical projects.