Complaints can be logged by the customer through various touch points /channels like contact centre, branches, through email, postal mail/letters, online, etc and across all products. In addition to receiving complaints, bank proactively conducts independent customer satisfaction surveys to seek customer feedback on bank products, services and problem resolution.
Bank can also receive complaints from regulators, senior management in the bank.
At every level of customer interface, Bank aims at constantly advising the customers of the channels and contact numbers on which they can approach the Bank to express any dissatisfaction that they may have with its products and services.
All issues recieved from these channels are supposed to be acted by the complaint resolution/ customer care officer. CCU officer is involved in almost all or at least two stages out of 5 of teh complaint resolution cycle.
CCU officer is also a part of the monthly measurement, monitoring and root cause analysis of complaints is studied for trends, process gaps and failures and reduction of complaints of same nature. The data is further utilized and analysed to re-engineer the processes and implement them towards reduction of the problem incidence in the Bank.
Manage complaint resolution KPI in terms of meeting the targets as prescribed by group like resolving compalints within 24 hours.
Increase complaint resolution satisfaction of the customer
Performing root cause analysis, followed by working on action plans with relevant stakeholders
Managing the complaint MI group reporting and other MI of the unit.
Minimum Graduate, preferrably Masters.
Excellent Communication Skills (written and verbal)
Analytical Skills with an expertise of Microsoft Office specially spreadsheet software
Systems knowledge (ebbs, LMS, CEMS, C400, RLS) would add value