Role Details
Business
Aditya Birla Capital
Location
Mumbai
Role
Nodal Complaints Officer
Department
Operations & Customer Service
Eligibility Criteria
Bachelor or master's degree
Required Skills & Competencies
- Customer Service & Relationship Management
- Communication & Interpersonal Skills
- Integrity and strong ethical standards.
- Effective communication and reporting.
- Process orientation and innovative mindset.
- Networking and stakeholder management.
- Problem-Solving & Resolution Management.
- Escalation & Complaint Management
Key Responsibilities
Respond to customer complaints
- Strictly adhere to the Grievance Framework designed for the team.
- Resolve and respond to customer complaints, escalated to Senior Management, Regulators, National consumer helpline, Nodal officers and FRC from RBI.
- Documentation of Customer Complaint which is fairly and efficiently executed in CRM
- Ensure end to end closure of complaint and zero recurrence.
- Respond to complaints received on the regulators portal and ensure redressal within timelines.
Monitor & Analyze complaint types
- Monitor the types of complaints received and analyze reasons, trends and share observations.
- Identify gaps basis nature of complaints received, suggest improvement measures to the SH- Grievance Redressal and Service Head and liaise with stake holders for process enhancement.
Stakeholder Management
- Maintain effective relationships with all internal stakeholders involved in resolving customer escalations.
- Effectively liaise with other support functions and external agencies to ensure smooth functioning of daily events.
MIS and Dashboard for Senior Management
- Maintain a detailed MIS on complaints and escalations
- Circulate weekly, monthly and quarterly MIS to the Senior Management on customer escalations and complaints.
Root Cause analysis of complaints received
- Conduct detailed Root Cause analysis for complaints received by the Escalation team and Publish observations in a structured manner to relevant stake holders on a timely manner.
Audits
- Responsible for maintaining required data/MIS/evidences which may be required during audits.
- Participate in statutory, internal and external audits when required.
