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Complaints and Escalations

2 months ago

Delhi, India FPL Technologies Full time
About FPL Technologies:

Credit cards haven't changed much for over half a century so our team of seasoned bankers, technologists, and designers set out to redefine the credit card for you - the consumer. The result is OneCard - a credit card reimagined for the mobile generation. OneCard is India's best metal credit card built with full-stack tech. It is backed by the principles of simplicity, transparency, and giving back control to the user.

JOB DESCRIPTION

Role: Complaints and Escalations Specialist

Location: Pune, Aundh

What you will do:

- Handling of complaints raised through all mediums like Customer service, Repayments team, social media, PMO, MD Desk, BO, RBI etc. related to Collections.- Managing the generic email id created for C&E and monitoring the same for resolution.- Tracking all complaints lodged in CRM and tracking status of each complaint as per TAT and update of complaint status to Customer Complaint Management system of Collection team.- Maintaining MIS and publishing the dashboard of all Complaints Received, Logged in CRM , Resolved and Outstanding at regular intervals.- Maintaining MIS of the Complaint Reasons for process improvement / modification.- Tracking the TAT's of closed and open complaints.- Coordinating with various internal departments for timely closure of Complaints.- Reviewing closed complaints for adequate closure and ensuring to communicate the same to the respective team also.- Reviewing the complaint trends and analyze the nature, reasons and cause and propose potent feedbacks to management for process, product related changes.- Monthly update to Senior Management.

Experience Range: 5 Years of experience in Complaints and Escalation. Preferred experience in Domestic -Collections / Call Center in BFSI (Credit Card/Personal Loan).

Qualifications:

- Graduation is mandatory.- Should have hands on @MS- Office; specifically; Excel/PowerPoint/Word.- Communication : Very Strong written and verbal communication skills (English and Hindi)

FPL Technologies is an Equal Employment Opportunity employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, gender ,disability.

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