Job Summary :- We are looking for a customer-focused professional to manage and resolve customer complaints, regulatory escalations, and service requests. The ideal candidate should possess strong investigation, analytical, communication, and problem-solving skills, along with experience in complaint management within the Banking or NBFC sector.

Key Responsibilities
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- Handle and resolve complaints received from regulatory authorities.
- Liaise with regulatory bodies and respond to queries within defined timelines.
- Manage and resolve cases escalated by the Internal Ombudsman.
- Address customer escalation emails received by senior leadership.
- Resolve customer complaints and requests through calls and emails.
- Gather and analyze customer information and historical records to determine appropriate resolutions.
- Coordinate with Operations, Collections, Sales, Banking, Fraud, Credit, and IT teams for timely case closure.
- Ensure adherence to TAT, productivity, quality, and customer satisfaction metrics (NPS).
- Identify and document root causes of complaints for process improvement.
- Follow up with customers and internal stakeholders until resolution.
- Handle sensitive and confidential customer information with discretion.




- Maintain high standards of professionalism while dealing with complex customer issues Required

Skills:
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- Strong decision-making and judgment skills
- Excellent investigation and problem-solving abilities
- Effective listening and communication skills
- Strong verbal and written communication
- High attention to detail
- Ability to manage customer objections and difficult conversations
- Business analysis and quantitative skills
- Strong stakeholder management and coordination skills
- Ability to work in a fast-paced environment and meet service deadlines Preferred Experience
- Experience in Complaint Management / Customer Escalation Handling in NBFCs or Banks.
- Exposure to handling complaints from regulatory authorities and Ombudsman offices will be preferred.
- Experience in customer grievance redressal, service recovery, and escalation management. Eligibility
- Bachelor's Degree in any discipline.
- 1 to 3 years of relevant experience in customer complaint/request management.
- Willingness to work versatile shifts as per business requirements.

Location:
Thane, Maharashtra

Experience:
1-3 Years Industry: NBFC / Banking / Financial Services

Education:
Bachelor's Degree Meet
- Shubho Ghosh Regards, Pushpa Koli SHR

📌 Walk-in || Tata Capital is hiring Complaints/Requests Management (Thane)
🏢 Tata Capital
📍 Thane