Employee will be responsible to solve all customer's complaints received from RBI channels such as Banking Ombudsman , CEPC,CEPD and CPGRAMS.
- Responsible for handling and end to end resolution of complaints received on Escalation channels like RBI, PNO, Nodal officer and online grievance portals
- Interact and engage with assigned regional RBI offices i.e. CEPC and Banking Ombudsman offices
- Compliance Adherence
- TAT Adherence
- Performance Dashboards
- Service Level Management
- Control Repeat complaints and contacts
- Quality of resolution
- Data Analysis and Publishing performance dashboards
- Business Reviews
- Compliance Monitoring
- Candidate must be open to work in extended hours to meet the timelines of regulator.
- Willing to travel and sometime he/she will have to travel on weekly off as well.
- Must be well versed with RBI circulars specifically Integrated BO scheme and other relevant circular pertaining to customer service and KYC.
- Must be able to analysis/investigate on fraud/Risk related scenarios.
- Must have good communication and email drafting skill.
- Also candidate shall possess situation handling and conflict management skill.
