CX Reviewer The CX – Reviewer plays a critical role in ensuring the accuracy, completeness, fairness, and regulatory compliance of all denial cases within the Internal Ombudsman team. This position is pivotal in maintaining high standards of customer service and regulatory adherence, contributing to the overall customer experience. The ideal candidate will possess a strong analytical mindset, deep understanding of regulatory frameworks, and a commitment to excellence in service delivery.
Experience Required:
7+ years
Key Responsibilities:
- Ensure 100% compliance with RBI guidelines and the Internal Ombudsman scheme for customer service.
- Review complaints that are partially resolved or wholly rejected in the CRM system.
- Examine case records and ensure all required information is covered for Internal Ombudsman opinion.
- Monitor the implementation of Internal Ombudsman decisions and ensure timely communication with customers.
- Identify gaps, errors, or service deficiencies that require reconsideration before referral to the Internal Ombudsman.
- Coordinate with resolution units for additional documents or clarifications required by the Internal Ombudsman.
- Maintain and share all reports related to Internal Ombudsman decisions and process change suggestions with internal departments.
- Identify systemic trends, repeat gaps, and service issues to strengthen processes.
- Ensure fair, transparent,
and customer-centric decisions on denial cases.
- Adhere strictly to RBI’s Internal Ombudsman framework, customer protection guidelines, and internal grievance redressal policies.
Qualification Criteria:
- Bachelor’s degree in any field.
- A minimum of 7 years of relevant experience, with at least 4 years in a similar role or complaint handling role.
- Strong understanding of RBI’s grievance redressal frameworks, especially Internal Ombudsman Directions (2026).
- Excellent analytical and problem-solving skills.
- Solid attention to detail and ability to follow checklists, SOPs, and regulatory frameworks consistently.
- Effective communication skills to interact with internal and external stakeholders.
- Ability to challenge assumptions and ensure neutrality in decision-making.
- Proficiency in reviewing and ensuring compliance with regulatory guidelines.
- Competence in working with various internal teams and external partners.
- Strong leadership and influence skills to drive results and impact.
Primary Skills:
- Regulatory Compliance
- Case Management
- Analytical Skills
Key Skills:
- CRM Systems
- Internal Ombudsman
- Stakeholder Management
- Process Improvement
- Attention to Detail
- Regulatory Frameworks
- Decision Making
- Customer Service
- Leadership
- Communication Skills