Customer Complaint Resolution Specialist

4 days ago

Bengaluru, Karnataka, India beBeeComplaints Full time ₹ 6,00,000 - ₹ 12,00,000
Customer Complaint Resolution Specialist

Job Overview

The Customer Complaint Resolution Specialist plays a vital role in managing and resolving customer grievances efficiently and in compliance with regulatory guidelines. This role involves ensuring customer satisfaction, maintaining transparency, and upholding the organization's reputation by addressing concerns related to loan disbursal, repayments, collections, and associated services.

Key Responsibilities:
  • Complaint Resolution
    • Acknowledge, investigate, and resolve customer complaints within the prescribed turnaround time (TAT).
    • Maintain a robust complaint tracking system to monitor and close complaints.
    • Communicate resolution outcomes to customers effectively and empathetically.
  • Regulatory Compliance
    • Ensure adherence to RBI and other regulatory body guidelines on customer interactions.
    • Regularly update processes to align with changing regulatory requirements.
    • Prepare periodic reports for regulatory audits and internal reviews.
  • Customer Engagement
    • Act as the primary point of contact for escalated customer complaints.
    • Provide clear, concise, and timely updates to customers on their complaint status.
    • Draft and send professional communication for complaint closures.
  • Process Improvement
    • Collaborate with internal teams to identify process gaps and suggest improvements.
    • Analyse complaint trends to identify areas for improvement.
    • Conduct regular training sessions for teams on complaint handling and customer interaction best practices.
  • Reporting and Documentation
    • Maintain detailed records of all complaints and their resolution.
    • Generate monthly/quarterly reports on complaint metrics, including root cause analysis and resolution rates.
    • Present actionable insights to management for policy and process enhancement.
  • Stakeholder Collaboration
    • Liaise with legal and compliance teams for complaints involving legal implications.
    • Work closely with partner institutions, if applicable, to address grievances involving multiple stakeholders.

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