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.

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

View more

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