QRT

The L2 team will be responsible for solving the service request – Request and RBI reportable complaints received from various channels (Voice, Non Voice, CGO’s and ODR channel etc).

Each complaint will go through various stages which need to be validated end to end.

Key Responsibilities;

• Effectively address and resolve Customer service request within define timelines.
• Check Customer détails before raising the issue with other stakeholders / respective teams for closure.
• Ensuring proper validation before removing any block / freeze from customer’ account.
• Collaborate with relavent stake holders to ensure timely resolution and continous improvement of services
• Timely highlighting the issues if any complaint and request goes out of TAT
• Follow all RBI circuler related to complaint management
• End-end closure of customer request and complaint on CRM
• Responsible for quality communication and customer servicing as per the bank guidelines.
• Ensuring Customer delight and consistent service experience.
• Adherence to Information Security norms & quality process norms.
• To be aware of and comply with all the updates related to the process.

The team will follow the approved SOP for resolving the complaints at various stages and update the status of each complaint on CRM

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