Asst Manager Customer Service(Central Complaints Resolution) Mumbai

Job Description:

1. Job Purpose Statement
To handle RBI complaints, customer complaints, provide appropriate solutions and alternatives within the
time limits; follow up to ensure resolution. Keep records of customer interactions, process customer
accounts and file documents. Follow communication procedures, guidelines and policies. Take the extra
mile to engage customers.
2: Duties & Responsibilities
o Ownership of all the RBI and customer complaints resolution
o Ensure accuracy and timeliness of the complaint resolution
o Resolution of centrally resolvable complaints which breach the threshold
o Root cause Analysis of the complaints received and the action points for reducing the same
o Liaison with the internal Teams for appropriate and workable solutions
o Regular and monthly Dashboard maintenance and review with Customer Service Head