Redressal Officer

**Job Description
**Job Purpose** : To handle credit card complaints received as first time to MD/PNO/TTU/GH desk and complaints received at Grievance Desk, Senior Management, Nodal officer Desk, Legal cases, Police and IT. To handle Debit/Prepaid/Merchant acquiring and Payzapp complaints received at Senior Management/Top Management, Regulatory, Police and IT. Ensure daily closure of complaints as per the predefined target and meet the daily productivity on all working days. Close the complaints with responses within the specified TAT by the unit and updates to be sharedto concerned offices. Also, to ensure all monetary CAD approvals are raised within TAT Ensure interiM/Final responses are sent for all escalated complaints within 24 hours of assignment. Should ensure the cases handled at the vertical are responded adequately and there are no escalations flowing to next level (Panel Members or stake holders concurrence to be taken wherever necessary). To highlight gaps in handling at the previous channel and to take up for process corrections/rectification if any noticed deficient. Ensure all customer queries are addressed and end to end resolution/final stance given to the customer at the first instance thereby minimizing repeat interactions. To strictly adhere to the office discipline

**Job Responsibilities(JR) : 6 - 8 Areas Actionable (4-6)**

Productivity

1. Daily Productivity of Pre-defined target of the month on final responses (closed cases) 2. Productivity target "not met" to be NIL on all the days

TAT 1. Final / interim responses to be sent within TAT of 24 hours for all complaints 2. Initiation TAT - Ensure that all cases are initiated within 4 hours from assignment 3. Response TAT - Ensure that all cases are drafted within 24 hours from resolution revert from the concerned team. 4. NFCR cases - For special category TAT cases involving external dependencies interim to be sent in 24 hours of assignment and final as per special TAT

5. Ensure updates are shared with the respective offices on the case closure / status thereof without reminders. 6. TAT adherence for CAD / Exception approvals - Approval mails for monetary / non-monetary deviations / negation stance approval mails to be raised on Day 0 /1

Quality

1. Resolution Quality for complete, correct and apt resolution to be provided for queries raised by the customer 2. Response Quality score for spelling, grammar, punctuation, phrasing, format and presentation of response 3. Compliance to internal processes/guidelines /security requirements on responses like card # masking process, negative stance approval process, clause usage etc. 4. Average overall quality score to be > 98% 5.Repeat of cases owing to incorrect/incomplete resolution to be NIL 6.Whereever possible, root cause to be analysed and process improvement to be raised with SD, PPS

Process Adherence

Educational Qualifications Key Skills

Graduation:
Post-Graduation:
Credit card product and process knowledge

**Skills Required**:
Complaint;redressal;Credit cards

**Location**

Chennai

**Years Of Experience**

2 to 7 Years