To provide support to the Internal Ombudsman in respect of case work activities by preparing synopsis of the customer complaints / Allegation being referred, tracking of IO recommendations etc.
Duties and Responsibilities
- Analyze the complaints escalations on receipt and review details in relation to casework quality and assessing submissions to the Internal Ombudsman.
- Ensuring the cases are presented to the Internal Ombudsman in the agreed format with all supporting documents and related information.
- Liaison with the Service team, SMT, RBI escalation teams to ensure required case level details are shared with the Internal Ombudsman in a timebound manner.
- Produce or amend submissions where appropriate.
- Prepare case level synopsis and share recommendations for actions to be taken with the Internal Ombudsman.
- Give information and advice to customer service staff / teams to clarify issues for presentation to the Ombudsman and to share learning across the Office.
- Tracking of recommendations received from Internal Ombudsman and implementation.
- Internal Ombudsman queue management and referral tracking for TAT, closure etc.
- Preparation of various presentation related Internal Ombudsman for reviews.
Key Decisions / Dimensions
Following decisions are taken by the role:
- Ascertain the resolution offer to the customer is rightful and covering all concerns.