COMPLAINTS OFFICER-PHONE BKG

Job Title

Complaints Officer - Phone Banking

Business Unit

Direct Banking Channel

Reporting To

State Head / Complaints Manager

Job Function and Role Type

Service, Individual Contributor

Version No

2.0

Job Purpose

Ensure zero-defect complaints management for the unit by accurately resolving complaints within defined TATs. Drive process compliance, customer satisfaction, and best-in-class call experience.

Key Responsibilities

Logging & Resolution of Complaints

Execute seamless complaints process at the center.

Log complaints promptly and follow up for resolution.

Track and ensure complaint closures within TAT.

Handling Escalated Complaints

Investigate escalated complaints and provide accurate responses.

Resolve escalated complaints from senior management desks.

Provide root cause analysis and customer interaction history.

Team Productivity & Service Standards

Drive team productivity for NFCR queries.

Ensure >90% contactability and 50+ customer contacts daily.

Resolve all NFCR queries satisfactorily.

Team Management

Build a service-oriented team culture.

Minimize attrition and absenteeism.

Distribute workloads evenly across the team.

Customer Call Experience

Maintain high product/process knowledge.

Handle objections and irate customers sensitively.

Ensure error-free complaint logging and nil repeat complaints.

Operations, Audit & Compliance

Execute customer instructions error-free and on time.

Comply with audit guidelines and ensure nil exceptions.

Adhere to CAD usage and process maintenance standards.

Reporting & MIS

Report team statistics accurately within TAT.

Provide complaints data for senior management presentations.

Ensure nil errors or delays in reporting.

Training & Task Allocation

Train and allocate tasks to complaint processors.

Ensure processors achieve >90% quiz scores.

Minimize errors and unscheduled absences.

Administration

Support adherence to administrative guidelines.

Maintain discipline and decorum at the center.

Education:

Graduate in any discipline.

Certifications:

None specified.

Key Competencies

Team management, communication, planning, sales skills, process knowledge.

Major Stakeholders

Customers, Branch Banking Team, QIG/CRM, Operations, Admin, Product Teams, Central PBK Team.