Customer Service Specialist

Role & responsibilities

• Ensure all emails, physical letters, and incoming complaint channels are fully reconciled with the master tracker to ensure zero missed complaints.
• Ensure all complaints are resolved within the stipulated Turnaround Time (TAT) to meet internal and regulatory guidelines.
• Actively monitor aging cases and escalate bottlenecks to senior management or relevant stakeholders to prevent potential delays.
• Analyse, investigate, and prepare comprehensive responses to cases received directly from regulatory authorities
• Ensure zero non-compliance (NC) findings by implementing corrective and preventive actions (CAPA) based on audit findings.
• Perform a quality check on the final resolution provided to customers, verifying it is accurate, fair, and technically compliant before closure.
• Prepare and present weekly/monthly/quarterly management information systems (MIS) reports to senior management, highlighting KPIs
• Coordinate with operational teams, legal, sales, and IT to resolve complex complaints.
• Manage complaints related to Credit Bureau errors (e.g., CIBIL issues), involving thorough investigation with credit bureaus and timely rectification of records