Officer, Specialist, Contact Centre, Corporate Banking, Technology & Operations

Job description

Key Responsibilities • Serve as the primary point of contact for dissatisfied customers, demonstrating empathy and a commitment to resolving concerns on the first contact. • Conduct thorough investigations into complaints that cannot be resolved immediately, gathering information from relevant bank units and employees to ensure a comprehensive understanding of the issue. • Manage the complaint process from the initial contact to the final resolution, ensuring a seamless and efficient experience for the customer. • Identify trends and patterns in customer complaints, and work collaboratively with the team to implement process improvements and enhance the overall customer experience. • Maintain detailed records of all customer interactions and complaint resolutions, ensuring compliance with internal policies and regulatory requirements. • Provide regular updates and reporting to management on the status of customer complaints and the effectiveness of the complaint resolution process. Requirements • Strong communication and interpersonal skills, with the ability to effectively engage with customers, colleagues, and stakeholders at all levels. • Excellent problem-solving and analytical skills, with the ability to quickly identify the root cause of issues and develop effective solutions. • Demonstrated ability to work independently and as part of a team, with a focus on delivering high-quality customer service. • Proficient in the use of relevant software and systems, with the ability to maintain accurate records and generate reports as required. • Thorough understanding of the banking industry, regulatory requirements, and best practices in customer complaint management. Location: Chennai-DBIL Job: Customer Service Schedule: Regular Employee Status: Full time