Complaint Resolution Specialist
5 days ago
The primary responsibility of this role is to manage complaints escalated to senior management, social media, the National Consumer Helpline, and designated nodal officers across all lending verticals of ABFL.
Key Responsibilities
- Respond to customer complaints in adherence to the Grievance Framework, ensuring fair and efficient execution.
- Coordinate with various stakeholders to resolve complaints efficiently, documenting customer complaints in CRM and providing regular updates to Senior Management and internal stakeholders.
- Ensure end-to-end closure of complaints with zero recurrence, responding to regulator-portal complaints and ensuring redressal within timelines.
- Monitor and analyze complaint types, identifying gaps based on the nature of complaints received and proposing improvements to the Grievance Redressal Head and Service Head.
- Maintain detailed MIS on complaints and escalations, circulating weekly, monthly, and quarterly reports to Senior Management on escalations.
- Conduct root cause analysis for complaints received by the Escalation team, sharing observations with relevant stakeholders in a timely manner.
Requirements
This role requires effective relationship management with all stakeholders involved in resolving escalations, engaging in process discussions with stakeholders to initiate kaizens and Lean Sigma projects to improve processes, systems, and personnel.
The successful candidate will maintain data, MIS, and evidence required for audits, participating in statutory, internal, and external audits as needed.
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