Complaint Management Executive

2 weeks ago

Chennai, Tamil Nadu, India Topgear Consultants Full time ₹ 5,50,000 - ₹ 10,50,000 per year

Role & responsibilities:

Grievance Redressal Management

  • Complaint Handling: Team will be primarily responsible for overseeing the effective resolution of customer complaints raised through regulatory channel. This includes addressing issues related to services, transactions, fraud, or any other areas of customer dissatisfaction.
  • Timely Resolution: Ensuring that complaints are addressed and resolved within the timelines prescribed.
  • Escalation Point: Acting as the final point of contact for complaints that cannot be resolved at lower levels.

Compliance with RBI Regulations

  • Adherence to RBI Guidelines: Ensuring that the organization complies with the RBI's guidelines.
  • Monitoring Compliance: Regularly reviewing internal procedures to ensure that they are in line with the RBIs evolving rules and guidelines on complaint management.

Documentation and Reporting

  • Maintaining Records: Ensuring that all complaints, investigations, and resolutions are accurately documented and stored in line with legal and regulatory requirements.
  • Reporting to RBI: Submitting reports on the status of complaint resolutions, including escalated cases, in compliance with RBIs reporting requirements. This includes monthly, quarterly, and annual reports as needed.
  • Data Analysis: Compiling and analyzing data to identify trends, recurring issues, or areas for improvement in customer service and complaint management.

Customer Communication

  • Transparency in Communication: Keeping customers informed about the status of their complaints, providing regular updates, and ensuring clear communication regarding resolution steps.
  • Empathetic Communication: Responding to customer complaints with empathy and understanding, particularly in cases of serious grievances or dissatisfaction.
  • External Liaison: Acting as a liaison between the organization and regulatory bodies, including the RBI, ensuring all communication is professional, accurate, and complies with applicable standards.

Root Cause Analysis

  • Investigating Complaints: Conducting a thorough investigation into customer complaints to identify the root cause of issues, whether they are procedural, operational, or caused by human error.
  • Problem Resolution: Identifying systemic issues that might be causing recurrent complaints and working with relevant teams to implement corrective measures to prevent future issues.
  • Continuous Improvement: Proactively recommending changes to policies, procedures, or systems based on lessons learned from customer complaints.

Training and Awareness

  • Staff Training: Ensuring that all employees involved in complaint handling are properly trained and aware of the banks policies, the RBI's grievance redress mechanisms, and the importance of customer service.
  • Raising Awareness: Promoting awareness of the banks Grievance Redressal mechanism to customers, ensuring they know how to file complaints and the process for resolution.
  • Internal Awareness: Ensuring that all relevant departments understand the RBIs customer protection norms and the importance of adhering to them.

Preferred candidate profile :

  • Good understanding of Loan products.

  • Associate, Global Complaint Management

    9 hours ago

    Chennai, Tamil Nadu, India ICU Medical Full time

    DescriptionRole: Analyst, Global Complaint Management (Customer Response)Team: QualityDesignation: AssociateLocation: Chennai, IndiaPosition Summary The position is responsible for managing device or pharmaceutical complaints and adverse events globally.  Duties may include the following: initial triage of complaint files, assessments of reportability,...

  • Associate, Global Complaint Management

    2 days ago

    Chennai, Tamil Nadu, India ICU Medical Full time

    DescriptionRole: Analyst, Global Complaints ManagementTeam: QualityDesignation: AssociateLocation: Chennai, IndiaPosition Summary The position is responsible for managing device or pharmaceutical complaints and adverse events globally.  Duties may include the following: initial triage of complaint files, assessments of reportability, escalating customer...

  • Community Executive

    2 weeks ago

    Chennai, Tamil Nadu, India The Executive Zone Full time

    Job descriptionWe are looking for a Community Executive to perform a variety of administrative tasks and you will be the first point of contact for the company. You will handle the flow of people through the business and ensure that all responsibilities are completed accurately and delivered with high quality and in a timely manner.Responsibilities:Serves...

  • Customer Service Executive

    5 days ago

    Chennai, Tamil Nadu, India Prominent Management Solutions Full time

    Role Description - Customer Service Executive Scope: Air & Sea Imports Peer Group: Documentation Executive, Operations Executive, Sales Executive, Finance Executive, Pricing Executive, Customer Service Executive (Sea Exports) Key Contacts: Role Objective: Carriers, Customers, Overseas Agents, Internal Teams (Sales, Pricing, Accounts,...

  • Marine Superintendent

    3 days ago

    Chennai, Tamil Nadu, India Executive Ship Management Full time

    Company DescriptionExecutive Ship Management (ESM), part of the Executive Group of Companies headquartered in Singapore, is a trusted partner to leading ship owners and the maritime industry. Known for its commitment to quality, professionalism, and sustainable practices, ESM employs highly trained officers and crew, prepared at its world-class Samundra...

  • Customer Service Executive

    2 weeks ago

    Chennai, Tamil Nadu, India Tristar Management Services Private Limited Full time ₹ 1,80,000 - ₹ 3,00,000 per year

    Company Name - HDFC BankPayroll – Tristar management Services Pvt LtdExperience – 2-3yrsQualification - GraduateSalary- Upto 25k (Negotiable)Location – Spencer Plaza, ChennaiJob Role: Customer Support ExecutiveResponsibilities:1) Responding to email queries explaining the Product and Services Offered by the Company.2) Obtaining Customer Information and...

  • Complaints Specialist, Customer Centre, Consumer Banking, Technology and Operations

    1 week ago

    Chennai, Tamil Nadu, India DBS Bank Full time

    Responsibilities* Serve as the primary point of contact for customers who have inquiries, concerns, or complaints related to their banking experiences* Actively listen to customer issues, demonstrate empathy, and work diligently to understand the root cause of the problem* Investigate and research customer cases thoroughly, leveraging internal systems and...

  • Restaurent Waiter

    3 days ago

    Chennai, Tamil Nadu, India INEJ EXECUTIVE LOUNGE Full time

    Job Opening: Restaurent Waiter – Inej Executive Lounge, ChennaiCompany: Ten 11 Hospitality CompanyLocation: Inej Executive Lounge – ChennaiPosition: Restaurent WaiterExperience: 2–4 YearsIndustry: Hospitality | Lounge | Hotel | F&BRole Overview:Ten 11 Hospitality is looking for a dynamic and guest-focused Restaurent Waiter to join our Inej Executive...

  • Operations Director

    4 days ago

    Chennai, Tamil Nadu, India Keller Executive Search Full time

    Our client is an established U.S.-based IT Managed Services Provider experiencing significant global growth, with a strategic focus on expanding operations in India. They deliver critical technology solutions to high-compliance clients in the healthcare and financial services sectors.The Chennai location will play a pivotal role in their global service...

  • Hiring for PMS CoE Head

    5 days ago

    Chennai, Tamil Nadu, India HCLTech Full time

    Lead team offering end-to-end complaint management programs for global MedTech clients. Drive technology transformation, process excellence, and team competency in complaint intake, evaluation, investigation, RCA, regulatory reporting, and field action. Expertise in GxP compliance, Tools & systems (e.g. TrackWise, ETQ, Veeva, SAP CM), and AI/GenAI adoption....