Senior Executive - Customer Escalation

Role & responsibilities

Case Lifecycle Management

• Manage Cyber Fraud complaints, Customer Grievances, Nodal Officer Complaints, CEO Escalations, and Legal Complaints with end-to-end accountability

• Manage case lifecycle from receipt to closure, ensuring timely and complete resolution

Process Adherence and Escalation Resolution

• Follow the MHN (Multi-Handling Node) process rigorously for escalation resolution across calls, emails, and social media • Ensure all escalation processes are documented and complied with for each case • Provide regular updates to Cyber Crime police officers regarding open cyber fraud complaints

• Communicate proactively with customers to provide timely updates, aiming to prevent repeat contacts

Root Cause Analysis and Feedback

• Conduct root cause analysis (RCA) on escalations and share findings with relevant stakeholders

• Identify trends in escalations and contribute feedback for improving customer experience and internal processes

Preferred candidate profile

• Graduate in any discipline.
• Prior experience in handling customer escalations is mandatory.
• Excellent verbal and written communication skills.
• Willingness to work in a 6-day work week with a rotational weekly off.