JOB TITLE: Team Member GRC (Grievance Redressal Committee)
REPORTING LINE : Floor Manager
LOCATION: Pan India
PURPOSE OF THE JOB
To manage the first level escalations in order to resolve customer complaints effectively within the TATs and adhering to compliance norms
1.End to End handling of liabilities related escalated complaints received as email/ letters from customers on grievance e-mail id
2.To closely follow-up with the respective units to provide timely resolution to the escalated complaint
Identifying areas of quality lapses and identifying areas for process improvements
3.To carry out RCA (Root Cause Analysis) with a view to identify Process Improvements and thereby to play a key role in providing regular inputs for process and product improvement to the business units.
4.To ensure quality parameters are met
1.To call customers in case of sensitive cases
2.To thoroughly investigate cases with No/Denial/Negative responses in an effort to convert the same into Yes / Affirmative
Laising with internal and external stakeholders
1.To liaise with Branches/CPU/DBQ/TBG teams through CRM.
2.To vet each resolution/response given by branches/other units and to ensure correctness and completeness of the same