Nodal Officer-Mumbai

Job Description:

Core Responsibilities:

Complaint Resolution

• Ensure to handle and end to end resolution of complaints received on Escalations Channels like Banking Ombudsman, NHB, RBI, Management, Nodal Officer, Online Grievance Portal etc

• Comprehend, analyse and action complaints received under various escalation channels as per defined process, timelines and quality
• Ensure to update Management on the progress of Customer Complaints and Customer Service in general.
• Review all Level 2 and above complaints.
• Monitor the escalation process in the organization based on the criteria specified by the organization; suggest ways of improving the existing process to increase consumer satisfaction
• Ensure compliance with established rules to assure that best solutions are executed inclusive of delivery challenges
• Ensure continuous review and analysis of processes and procedures to identify and implement operational efficiency and consumer satisfaction.
• Follow-up with members and internal teams for timely resolution
• Ensure timely response on escalation clarification processes and ensure FTR
• Collaborating with cross functional team in resolving complaints within defined timelines
• Ensure maintenance management of records under escalation process
• Submission of Notes to the Customer Service Committee of the Board and taking action on their directions.

Process Improvement

• Proactively identify opportunities and provide alternatives/solutions for process improvement
• Introduce best practices to streamline the work flow and improve team productivity, meet processing expectations and ensure all timelines met by the team
• Design processes and bring continuous improvements in existing processes.