Rbi Escalations

1 week ago


Mumbai, Maharashtra, India TransUnion Full time
TransUnion's Job Applicant Privacy Notice

What We'll Bring:

  • Experience working in a continuous improvement
  • Comfortable working in fast paced environment.
  • High degree of responsibility and ownership, strong multitasking, coordination and tenaciously looking for ways to get results.
  • Ability to work under pressure in a fast paced environment and deliver as per expectations in terms of timelines an quality
  • Selfstarter, ability to work independently, handle ambiguous situations and exercise judgement in variety of situations.
  • Strong communication, organizational, verbal & written skills.
  • Supports over vision and strategy of TransUnion CIBIL Operations in support of broader goals.
  • Excellent interpersonal (verbal and written) communication skills are required to support working with internal & external teams.
  • Ability to manage multiple priorities and assess & adjust quickly to changing priorities.
  • Requires leadership qualities to mentor junior members of the team.
  • Quick to learn on all processes.
  • Work together with other team members for cross training and being a backup to other team members if the situation demands.
  • Collaborating with crossfunctional teams in resolving complaints with defined timelines.

What You'll Bring:

Responsibility 1 (Complaint Resolution):

  • Responsible for handling and end to end resolution of complaints received on Escalations Channels like RBI, Management, Nodal Officer, Online Grievance Portal etc
  • Comprehend, analyze and action complaints received under various escalation channels as per defined process, timelines and quality
  • Track pendency and ensure TAT adherence and high quality of response
  • 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.
  • Guide the BPO segment of Transunion CIBIL involved in responding to escalations; ensure minimum TAT for customer escalations and complaint closures
  • Followup with members and internal teams for timely resolution
  • Timely response on escalation clarification processes and ensure FTR
  • Work together with other team members for cross training and being a backup to other team members.
  • Collaborating with cross functional team in resolving complaints within defined timelines
  • Ensure maintenance & management of records under escalation process.

Responsibility 2 (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.

Impact You'll Make:

Experience and Skills

  • Master's degree in Business Administration/ Operations or a related field.
  • Overall 810 years' experience in Complaints Management in BFSI sector with 45 years' experience in handling Regulatory & Management Escalations
  • Should have worked in the Grievance redressal team or Complaints management team in her/ his previous stints.
  • Proven experience of meeting aggressive TATs with high quality resolution
TransUnion Job Title

Specialist III, Consumer Operations support
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