Complaint Reviewer-GRC and ECC

Job Title

Complaint Reviewer - GRC and ECC

Business Unit

Direct Banking Channel

Reporting To

Team Leader - Complaint Reviewer

Job Function and Role Type

Phonebanking, Individual Contributor

Version No

2.0

Job Purpose

Assign complaints to relevant business functions based on customer issues. Ensure accurate case handling and resolution through proper tagging, transfer, and updates.

Key Responsibilities

Complaint Assignment and Handling

Identify duplicate cases, tag as junk, and close.

Transfer credit card cases to the Credit Cards department.

Escalate FRC cases to the respective unit for E2E handling.

Update all relevant fields in Talisma during sorting.

Assign cases to appropriate units for resolution.

Education:

Graduation required.

Certifications:

None specified.

Key Competencies

Banking product knowledge, communication skills, MS Office proficiency, complaint resolution, customer service expertise.

Major Stakeholders

Customers, Branch Banking Team, Operations, Product Teams, Third Party Products.