Internal Ombudsman

1 week ago

Gurugram, India Airtel Payments Bank Full time

Purpose of the Job

Employee will be responsible to solve all customer’s complaints received from RBI channels such as Banking Ombudsman , CEPC,CEPD and CPGRAMS


Deliverables


  • Responsible for handling and end to end resolution of complaints received on Escalation channels like RBI, PNO, Nodal officer and online grievance portals
  • Interact and engage with assigned regional RBI offices i.e. CEPC and Banking Ombudsman offices
  • Compliance Adherence
  • TAT Adherence
  • Performance Dashboards
  • Service Level Management
  • Control Repeat complaints and contacts
  • Quality of resolution
  • Data Analysis and Publishing performance dashboards
  • Business Reviews
  • Compliance Monitoring
  • Candidate must be open to work in extended hours to meet the timelines of regulator.
  • Willing to travel and sometime he/she will have to travel on weekly off as well.
  • Must be well versed with RBI circulars specifically Integrated BO scheme and other relevant circular pertaining to customer service and KYC.
  • Must be able to analysis/investigate on fraud/Risk related scenarios.
  • Must have good communication and email drafting skill.
  • Also candidate shall possess situation handling and conflict management skill.


Demonstrate

  • Problem solving approach
  • Customer centricity
  • Strong Communication Skills
  • Strong Follow-Up

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