RO:Service Recovery - Team Member - Escalation desk

RO:Service Recovery - Team Member - Escalation desk

About the Role

We are looking for an experienced candidate with strong banking background and well versed with branch banking / RBI / Regulatory guidelines. The job entails attending customer complaints received from Banking Ombudsman, RBI, NCH, CPGRAM, Govt bodies, SEBI etc. Having thorough knowledge of Liability products, Credit card and Loans. The core job will be adherance to RBI guidelines, submitting timely response to customer and regulator, liasoning with RNO's , branches and various units.

Key Responsibilities

.1. To resolve the complaints by referring them to various units like branches, RAC centres, product teams etc.
.2. To provide complete and quality response to customer and Banking Ombudsman / Regulators
.3. Adherance to TAT, respond to additional queries and advisories and ensuring NIL Awards for the bank.
.4. Conducting RCA of cases
.5. Identify process gaps and take up with concerned units till implementation.

Qualifications

.Graduation/Post graduation- Well versed with branch banking and regulatory guidelines. Should have banking experience.

Role Proficiencies:
Work experience of 2-3 years.
Thorough understanding of handling customer complaints received from Banking Ombudsman or Regulators.