Job Title:

(Job Name) – CX- Team Member Service Recovery & Win Back

Job Details:

Business Unit (PA): Digital Banking

Team: CX

Reports to (job): CX RBB Complaint Management

Location of role: Mumbai (Arioli)

Role Type: IC Role

Job Band Range: D1-D2

JD Created date: 11th May 2026

JD Updated date: 11/5/2026

Job Purpose:

Drive Customer Experience through effective Service recovery and Win Back intervention.

Increase customer satisfaction from complaining customers and ensure positive word of mouth from all retail customers.

Job Responsibilities:

Independent Review of All RBB complaints which is being wholly/partially rejected or partially resolved before escalation.

Drive effective Win Back & Service recovery Interventions.

Collaborate with all CFT Stakeholders for priority resolution & Frontline empowerments.

Capture Insights from Complaints and funnel into Process improvement initiatives.

Complaint Reduction.

Timely review of all complaints received within the TAT; Complaint TATs are met.

Ensuring Quality of review, first time right and no to and FRO.

Timely resolution of all escalated complaints.

Improving the Quality of case history shared with NO/IO.

Reduction of NEED FEEDBACK from NO/IO.

Provide unbiased opinion of resolutions to RBB factoring and understanding the complete RCA’s.

Zero OTAT cases for escalated complaints referred to NO/IO.

Ensure Best in Class Practiced for CPGRAMS and NO/IO Denials and ensure Top 2 ranking for RBB as a resolving entity.

Basis RCA’s and IO Feedback reduce recurring denials and drive process improvement.

Operations Management for the Escalation & Service Recovery process.

Create a Network of CFT members for priority resolution of escalated management.

Leverage the Escalation matrix to provide timely support to customers.





Identify the recurring complaints and issues; Proactively identify customer experience gaps leading to escalations.

Focus on identifying the reasons of complaints; Strategize and work with Logging units for reduction.

Educational Qualifications:

Graduation

Post-Graduation: MBA- Certifications

Key Skills:

Communication & Presentation skills (written, Oral & visual)

Problem Solving Skills

Relationship management

Resolution capability & reassurance skills

Business Focus

Analytical skills

Project management

Collaboration and Influencing Skills

Banking Product & Process Knowledge

Planning and Organizing Skills

Knowledge of Competition & Current trends in financial Industry

Experience Required:

Minimum experience: 12-18 years

Prior track record of delivering success retention and resolution capability

Major Stakeholders:

Internal: Branch Banking Team, Nodal Sectreral Team -QIG - CPU / WBO, Product Team, IT

About HDFC Bank

HDFC Bank is one of India’s leading private banks. The Housing Development Finance Corporation Limited or HDFC Ltd was among the first financial institutions in India to receive an “in principle” approval from the Reserve Bank of India (RBI) to set up a bank in the private sector. This was done as part of RBI’s policy for liberalization of the Indian banking industry in 1994. HDFC Bank was incorporated in August 1994 in the name of HDFC Bank Limited, with its registered office in Mumbai, India. The bank commenced operations as a Scheduled Commercial Bank in January 1995. As of March 31, 2026, the Bank’s distribution network was at 9,689 branches and 21,172 ATMs across 4,175 cities / towns as against 9,455 branches and 21,139 ATMs across 4,150 cities / towns as of March 31, 2025. 50% of the branches are in semi-urban and rural areas. In addition, the Bank has 14,400 business correspondents, which are primarily manned by Common Service Centres (CSC). The Bank’s international operations comprise five branch

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📌 DB-Team MemberA Service Recovery and Win Back (Mumbai)
🏢 HDFC Bank
📍 Mumbai