Senior Executive-Complaints Management

Role & responsibilities

• Independently handling & monitoring of Merchant/Circle/Branch complaints, provide appropriate solutions and alternatives within the time limits; follow up with Circle/Branch/Internal teams & ensure resolution.
• To attend day to day calls received from internal customers at the help desk for resolving issues, queries/complaints.
• Track the progress of closure of complaints of weekly, monthly, quarterly and annually.
• Ability to multi-task, prioritize, and manage time effectively.
• Monitor Inbound call and emails.
• Ensure targeted SLAs are achieved by improvising the workflow and review of the knowledge database.
• Research Root Cause Analysis - Thoroughly identify consumer concerns within complaint and individually perform research, root cause and investigation into matters impacting the complaint and Bank operations. Consult with the stakeholders and business partners. Complete root cause analysis into the complaint to identify an appropriate resolution.
• Update day to day MIS report / Complaints tracker.
• Knowledge & monitoring of reconciliation process of PoS transactions, would be an added advantage.

Preferred candidate profile

• Sound knowledge & Expertise in handling Complaint,
• merchant acquiring, good excel skills, communication skills, leadership qualities.
• Improve internal and external customer satisfaction.
• Provide Leadership Directions to the operations associates.