Executive Dm

4 days ago

Karapakkam Chennai Tamil Nadu, India LogFix SCM Solutions Pvt Ltd Full time

JOB TITLE : Banking Ombudsman, RBI and Consumer Forum escalation

GRADE: Assistant Manager

REPORT TO: Reporting to Team Leader

**Eligibility Criteria**:
Bachelor’s Degree in any field.

At least 3/2 years of experience in a customer service role.

Should have experience of handling BO/RBI escalation.

Strong knowledge of the organization’s product and services.

Excellent problem
- solving skills.

Proficiency in Microsoft Office.

Knowledge of credit card products and operations will add the advantage.

Management capabilities, including people, process, and technology management.

Effective presentation, verbal/written communications skills and interpersonal skills.

Ability to think tactically.

Interpersonal skills.

Ability to work efficiently in a high demand, team oriented, and fast-paced environment.

**Job Role**:
Deliver on daily basis KRA’s on the set KRA’s.

Handle Escalation to Banking Ombudsman, RBI and Consumer Forum escalation.

Discussion with Teams, BO’s/DO’s of RBI.

Analysing all Re-open, Repeat queries and advisories from BO.

Out call on each complaint and closure of complaint along with CSAT to be done on call.

Prepare RCA on each case and share learnings/process suggestions.

Resolve customer issues on escalated cases in a timely & efficient manner to ensure

customer satisfaction.

Liaising and coordinating with other departments and branches for resolution.

Root Cause Analysis (wherever applicable) to be done. Share findings of the investigation

with the respective authorities/relevant departments.

Follow-up/escalate cases where resolution pending beyond TAT.

Providing end to end resolution to customer escalations.

Identifying process gaps and loopholes and suggesting improvements for new process.

Focus on Quality and other parameters set by unit.

Cross selling of products wherever opportunity exists.

**Job Types**: Full-time, Permanent

Pay: ₹300,000.00 - ₹500,000.00 per year

**Benefits**:

- Provident Fund

Schedule:

- Day shift

**Education**:

- Bachelor's (required)

**Experience**:

- Customer service: 3 years (required)
- BO/RBI escalation: 2 years (required)
- credit card products: 2 years (required)

**Language**:

- Hindi (required)

Work Location: In person

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