Job Title:Customer Relations Officer Complaint Handling

Department:Chief Controls Office Customer Relations

Reporting to: Customer Relations Team Leader

Location: Bangalore/Hyderabad

Version date: Dec-2024

This role aligns with the Employee/Line Manager version of OSBs Value Driven Behaviours framework

1. About OSB India Pvt Ltd

OSB India is an offshore subsidiary of One Savings Bank Group plc., the UK based Challenger Bank. OSB India was incorporated in 2004 as a key part of the One Savings Bank business strategy to provide operational service support.

OSB India works with the Banks trading brands in the UK, providing exceptional customer support and service delivery to new and existing customers.

OSB India also prides itself for offering operational excellence by devising and utilizing process improvements and functional efficiencies.

2. Job Purpose The key purpose of this role is to understand, thoroughly investigate and manage all complaints received from our customers, with key focus on resolving complaints within 3 days after the complaint was received. Ensure that all complaints are handled in accordance with the Banks Internal Complaints Handling Policy and Procedures, in line with Consumer Duty and FCA regulation considerations.

3. Core Responsibilities

- 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 Banks 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 professional codes
- Support in Collation of, and production of reports and summaries of patterns and trends, and offer recommendations to managers to reduce and prevent complaints
- Ensure that you fully understand and comply with the organisations Risk Management Policies as they relate to your area of responsibility and demonstrate in your day to day work that you put customers at the heart of everything you do.
- Ensure that you fully understand and comply with the organisations Data Governance Policies as they relate to your area of responsibility and demonstrate in your day to day work that you treat data as an important corporate asset which must be protected and managed.
- Maintain the companys compliance standards and ensure timely completion of all mandatory on-line training modules and attestations.

4. Experience Requirements

- 1 years’ previous complaints handling experience working in a regulated financial services environment is essential
- 1 years’ experience working in a Financial Services environment within a customer facing role is essential
- 1 years’ experience of investigating complaints in line with FCA regulations is essential
- 1 years’ experience of working with vulnerable customers is essential
- 12 months’ experience in (all essential):
- UK Secured loans and second charge lending setting;
- UK Underwriting (Specialist Lending), Lending Servicing and Operations;

5. Knowledge Requirements

- Basic level of understanding of the FCA’s regulatory framework for handling customer complaints and Consumer Duty is essential.
- Basic knowledge of approaches and principles for customer engagement, their responses,



knowledge of investigation methods, root cause analysis and resolution of complaints is vital for this role.
- Knowledge of customer vulnerability and how to deal with vulnerable customer is essential
- Basic knowledge of ethical standards, including an understanding of the BCOBS, MCOBS and DISP is desirable
- Knowledge of Work Smart Complaints system is desirable.

6. Skill and Competency Requirements

- Excellent skills in verbal and written communication, active listening, empathy, time management and prioritisation are essential.
- Great investigative, analytical and attention to detail is vital for this role.
- Ability to manage multiple complaint caseloads, take ownership and accountability to resolve/escalate complaints within the regulatory time period.
- Effective decision making, persuasive and negotiation skill to ensure a fair outcome for the customer keeping consumer duty in mind.
- Good IT skills in use of Microsoft Word/Excel/Internet is essential
- Great team player with a positive outlook, builds and maintains effective relationships with vital stakeholders and the wider team.

7. Required Qualifications/Certifications

- Only Graduates are eligible for this specialised role.
- Certifications in Complaints Handling, Customer Services or UK financial Services and products would be desirable.

8. Responsibilities re Information Security Management System (as per ISO 27001 Certification Requirements)

- Ensure strict adherence to company’s security policies and procedures (for ex: Password policy, clear screen and clear desk policy, etc.)
- Take ownership of all the assets/information assigned and secure it in compliance with ISO 27001 standard implemented in the company.
- Co-operate and co-ordinate for the internal audits conducted in the company (complying to ISO 27001 standard).
- Report to the Incident Response Manager, any incidents you come across in the office with regard to Security threats like threats to physical asset & stored information or any risks detrimental to the Security Policies of the company, etc.,.
- Responsible to supervise in ensuring that all personnel reporting to you shall observe all Security requirements and be appropriately trained in Security.
- This defines the role as it exists now. It is not meant to represent an exclusive description of the job holder’s responsibilities as these may vary from time to time in line with the needs of the business. As such, Job Descriptions should be subject to regular review and updates as necessary. This template was last updated on 12-Dec-24

📌 Walk-in || Customer Relations Officer Complaint Handling (Bengaluru)
🏢 OSB India
📍 Bengaluru