Role Description Job Title Complaint Reviewer - GRC and ECC

Business Unit Direct Banking Channel

Reporting To Team Leader - Complaint Reviewer

Job Function and Role Type Phonebanking, Individual Contributor

Version No 2.0

Job Purpose Assign complaints to relevant business functions based on customer issues. Ensure accurate case handling and resolution through proper tagging, transfer, and updates.

Key Responsibilities Complaint Assignment and Handling Identify duplicate cases, tag as junk, and close.

Transfer credit card cases to the Credit Cards department.

Escalate FRC cases to the respective unit for E2E handling.

Update all relevant fields in Talisma during sorting.

Assign cases to appropriate units for resolution.

Education Graduation required.

Certifications None specified.

Key Competencies Banking product knowledge, communication skills, MS Office proficiency, complaint resolution, customer service expertise.

Major Stakeholders Customers, Branch Banking Team, Operations, Product Teams, Third Party Products.

📌 Complaint Reviewer-GRC and ECC (Mumbai)
🏢 HDFC Bank
📍 Mumbai