Regulatory Escalation Officer

6 months ago

India IDFC FIRST Bank Full time

**Role/ Job Title**:
Regulatory Escalation Officer

**Function/ Department**:
Grievance Redressal

**Job Purpose**:
Provide adequate & quick resolution to all the escalated complaints from regulatory bodies, senior managers, nodal offices and internal departments at GRD

**Roles & Responsibilities**:
Ensure adherence to grievances redressal policy and processes, monitoring its

implementation and initiating corrective action wherever needed by self.

Review the comments of auditors on implementation of customer service and grievance redressal policies and initiate corrective action wherever necessary.

Evaluation of complaints and submit the RCA with action plan.

Participate in various initiatives towards reduction in escalations of customer complaints.

Ensure adequacy and quality of all complaint’s resolution at this level.

Ensure the deliverables are met in a timely manner.

Ensure all regulatory queries are answered to the regulators satisfaction.

Solve customer queries responsibly with empathy, active listening, courtesy, politeness, helpfulness, and exhibit behaviors such as initiative-taking, accountability and values adhering.

Showcases skills necessary to create a high-quality customer experience, as reflected through customer satisfaction and quality scores.

Collaboration with multiple departments; ability to follow up and influence faster resolution.

**Secondary Responsibilities**:
Identify Erring units Responsible for Escalation, RCA and suggest Process.

Improvements. Effectively collaborate with internal and external teams/stake holders. To coach and share timely feedback with team members


**Education Qualification**:
**Graduation**: Any Graduation

**Experience**:
2 to 5 years of relevant experience.

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