COMPLAINTS OFFICER-PHONE BKG

Role Description
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.

Skills
CRM

Work arrangement
No