Handling of all complaints received within the 1st stage of the complaint handing process, across all product lines, investigating and resolving complaints within 3 days following receipt.
Complete the initial acknowledgement of a complaint promptly, systematically and fairly and within set time limits.
Take ownership for managing and resolving all allocated customer queries within agreed authority, ensuring that you have carried out a thorough investigation of the cause of individual complaints by gathering information from relevant departments and reviewing the relevant documentation.
Make recommendations for fair, impartial decisions on whether to uphold a complaint in line with the Bank’s policies and set mandate and calculate redress and compensation in line with regulatory and FOS guidelines.
Provide excellent customer service at all times, ensuring that continuous contact with the Customer to provide updates throughout the investigation, making use of all forms of communication method i.e. calls, letters and emails.




Work with your peers to identify actions to address the cause of complaints and share these with the Root Cause Function.
Following an investigation, provide the department with a critical analysis of their current processes and documentation with a view to reducing future complaints. Where necessary, proactively challenge or provide reasoning to decisions with key stakeholders.
Ensure that the quality of the investigation notes and communication with the Customer is to a high standard and meets the quality assessment standards outlined by the Quality Assurance team.
Maintain detailed and accurate customer related information on all relevant systems and databases
Take responsibility for handling Customer Complaint mailbox activity on a rota basis
Maintain up to date knowledge and adherence of compliance with legal requirements, industry regulations, organisational policies and qualified codes
Support in Collation of, and production of reports a

📌 Customer Relations Officer IND (Bengaluru)
🏢 OSB Group
📍 Bengaluru