CSM-Escalated Complaint Cell-Ops

Job Purpose: -

• Responsible for handling customer complaints escalated to the MD/Senior Management/Principal Nodal Officer / Grievance Redressal Officer.
• Review of customer complaints and provide suitable resolution/response within stipulated guidelines.
• Liaise with various functional units in the Bank and ensure complete resolution within stipulated timelines.
• To ensure complete resolution is given at the first instance itself thereby not inducing repeat interactions.
• Logging of every escalation in CRM system and ensure appropriate and complete data being updated in system along with resolution proposed.
• All relevant fields to be updated in Talisma at time of case initiation/closure.
• Ensure quality resolution by adhering to quality parameters that are stipulated by Supervisors from time to time.

Job Responsibilities(JR) : 6 8 Areas

Actionable (4-6)

Managing customer complaints

• End-to-End handling of allocated complaints escalated to Chairman / MD / Group Heads / Principal Nodal Officer/Grievance Redressal Officer.
• To analyze No/Denial/Negative response cases in an effort to find out the feasibility to convert the same into Yes/Positive/Affirmative.
• To maintain Quality Standards of responses sent to customers.
• To contact customers whenever deemed necessary during the course of the resolution.
• Responding to customers accurately within stipulated TAT.
• Reviewing No/Denial responses to curb escalations to next level/BO.
• Ensuring all complaints logged in CRM and closure of the same within TAT.

Process evaluation

• Conducting Root Cause Analysis (RCA) / Adequacy Analysis for cases escalated to other channel prior to MD/ Sr. Management/ Principal Nodal Officer / Grievance Redressal Officer escalations
• Identifying Process Improvements through Root Cause Analysis.

Liaising with internal and external stakeholders

• To work closely with Functional Heads / SPOCs to resolve cases amicably and in timely manner.
• Timely escalation to reduce pending complaints.

Staff Accountability

• To fix staff accountability bases Root Cause Analysis done.
• To carry out improvements for different business units basis the findings of RCA / review.

Quality

• To ensure customers requirement is correctly understood. To check for opportunities to fulfill customer requirement by exceptional handling and resolve the query to customer's satisfaction.
• Adherence to internal processes to ensure prompt resolution of customer queries / security of customer information
• To read all mails twice before responding to the customer. Compliance to internal processes/ guidelines / security requirements on responses like account # masking process, negative stance approval process, clause usage, etc.
• Nil escalation due to inadequate resolution and Staff accountability to be taken for inadequate handling on earlier channels.

Educational Qualifications

Key Skills

• Graduation:

• Banking Product & Process Knowledge.
• Communication and response drafting skills.
• Knowledge of Banking systems and MS-office.

Experience Required :

• Total work experience of 8 years in the Banking sector.
• Familiarity with HDFC Banks operations and procedures.
• Customer Service background and complaint handling experience is necessary.
• Excellent Communication Skills (Verbal/ Written).
• Knowledge of Demat / Liabilities Products (CASA / Debit Cards/ Mutual Funds etc.) and Asset Products (Loans).