- Handle escalations received from the Chairman's Office, regulatory bodies, internal employees, and social media.
- Rapid-track complaints and follow up with respective stakeholders for resolution.
- Ensure customers are informed throughout the entire cycle, from receipt of the complaint to closure.
- Ensure all regulatory complaints are downloaded, actioned, and uploaded after proper validation.
- Ensure all escalations are handled within the SLA.
- Conduct RCA/RCF on a case-to-case basis.
- Ensure own product, system, process, and policy knowledge is up to date.
- Provide feedback on issues driving customer dissatisfaction and propose suitable solutions.
Skills Required:
- Good analytical skills.
- Good hands-on knowledge of Microsoft Word and Excel.
- Internal and external customer service orientation.
- Interpersonal and relationship-building skills.
- Experience in handling escalations.
- Expertise in Customer Experience/Customer Service.
- Fluency in English and Hindi (mandatory).