Roles & Responsibilities:
Handle and resolve customer complaints and escalations through SFDC CRM within defined TATs and service standards.
Ensure case closure in compliance with SOPs, RBI regulations, and other applicable regulatory guidelines.
Take end-to-end ownership of customer cases and ensure complete resolution and closure with the customer.
Coordinate with internal stakeholders to gather information and drive timely and effective customer resolution.
Conduct outbound calls and/or email communication with customers to provide updates, seek information, and communicate resolutions.
Manage high-priority escalations, including SMT and MD escalations, and provide regular status updates until closure.
Ensure accurate QRC (Query, Request, Complaint) categorization and maintenance of case records in CRM.
Prevent repeat escalations by identifying root causes and ensuring sustainable resolution.
Utilize SFDC CRM and Microsoft Office tools effectively for case management, reporting, and communication.
Deliver a superior customer experience through proactive communication, ownership, and resolution-focused approach.

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