VC-Officer Service Resolution (OSR)

Job description

Job Title VC-Officer Service Resolution (OSR) Business Unit Virtual Care Reporting To Complaint Officer Job Function and Role Type Service, Individual Contributor Version No 1.0 Job Purpose Ensure zero-defect complaints management and accurate resolution within defined TATs. Deliver best-in-class customer experience and process compliance. Key Responsibilities Logging & Resolution of Complaints Download and verify complaints logged by inbound staff. Log complaints in CRM as per process. Outcall customers for incomplete details. Follow up with resolving units for timely resolution. Reporting of Local Data / MIS Extract and utilize MIS reports to track complaints. Highlight open complaints for timely closure. Maintain and store MIS records as required. Maintenance of Records File and store reports in defined formats. Audit & Compliance Guidelines Ensure adherence to audit compliance guidelines. Conduct periodic checks to ensure nil exceptions. Call Quality Deliver service quality to meet benchmarks. Achieve defined Call Quality, KAT, and E-process scores. Administrative, Compliance & Personal Efficiency Follow system and process guidelines. Ensure self-discipline and adherence to policies. Plan leaves and maintain team backups. Education: Graduate. Certifications: Banking Product Knowledge, Process Knowledge, Team Management. Key Competencies Interpersonal skills, time management, communication, proactive approach, planning and organizing. Major Stakeholders Internal teams and back-end operations units.