COMPLAINTS OFFICER-PHONE BKG

Job description

Job Title Complaints Officer - Phone Banking Business Unit Direct Banking Channel Reporting To State Head / Complaints Manager Job Function and Role Type Service, Individual Contributor Version No 2.0 Job Purpose Ensure zero-defect complaints management for the unit by accurately resolving complaints within defined TATs. Drive process compliance, customer satisfaction, and best-in-class call experience. Key Responsibilities Logging & Resolution of Complaints Execute seamless complaints process at the center. Log complaints promptly and follow up for resolution. Track and ensure complaint closures within TAT. Handling Escalated Complaints Investigate escalated complaints and provide accurate responses. Resolve escalated complaints from senior management desks. Provide root cause analysis and customer interaction history. Team Productivity & Service Standards Drive team productivity for NFCR queries. Ensure >90% contactability and 50+ customer contacts daily. Resolve all NFCR queries satisfactorily. Team Management Build a service-oriented team culture. Minimize attrition and absenteeism. Distribute workloads evenly across the team. Customer Call Experience Maintain high product/process knowledge. Handle objections and irate customers sensitively. Ensure error-free complaint logging and nil repeat complaints. Operations, Audit & Compliance Execute customer instructions error-free and on time. Comply with audit guidelines and ensure nil exceptions. Adhere to CAD usage and process maintenance standards. Reporting & MIS Report team statistics accurately within TAT. Provide complaints data for senior management presentations. Ensure nil errors or delays in reporting. Training & Task Allocation Train and allocate tasks to complaint processors. Ensure processors achieve >90% quiz scores. Minimize errors and unscheduled absences. Administration Support adherence to administrative guidelines. Maintain discipline and decorum at the center. Education: Graduate in any discipline. Certifications: None specified. Key Competencies Team management, communication, planning, sales skills, process knowledge. Major Stakeholders Customers, Branch Banking Team, QIG/CRM, Operations, Admin, Product Teams, Central PBK Team.