Officer - Customer Complaints Job in Hdfc Bank

Job Description

• Complaints and Response Management Complaints received from various Grievance redressal channel to be actioned within stipulated TATs Ensure Quality and end to end resolution of customer complaints.

• Validation of correctness of complaint details provided by location teams.

• Raising stance approvals unit heads and to other stakeholders Reporting/ consolidation of complaints data as per standard formats and submission of the same on a monthly basis Identifying Process lapses and ensuring the same tracked for closure of staff actions within 4 working days.

• Ensure 100 % TAT achievement as per stipulated deadlines in line with laid down TATs.

• Root cause analysis of complaints and validation of call recordings Daily Productivity Tracker to be updated and submitted to the Compiling officer.

• Resolution Quality for complete, correct and apt resolution to be provided for queries raised by the customer.

• Resolution Quality comply with standards of laid down in the bank.

• 100% adherence to all Compliance/Regulatory guidelines / security requirements on responses viz.

• , card no.

• , critical information, Escalation clause/ closing lines etc Detailed root cause analysis of all CCM volumes for the channels handled and suggest process improvements backed with proper data and analysis.

• Month on month accuracy measurements on random sampling basis and reporting to Unit Head/ individual officers in central CCM unit.

• Proper tracker to be maintained for all lapses including closure of staff actions.

• Ensure monthly reconciliation of data reported by Service Delivery for regulatory and senior managements purposes so as to ensure the volumes reported in both units matches.

• Ensure timely closure of all Productivity Tracker/ Data reports/Data analysis asked from time to time.

• Responses sent to customer, in case of a failure E mail response, Hardcopy response to be arranged to customers mailing address Projects and Processes Initiatives Initiatives in terms of better management of complaints by proactive controls/checks to be recommended / rolled out.

• Suggest Process changes to ensure better management of customer complaints.

• Timely closure of all projects as per specifications initiated from time to time.

• Working along with CS and service delivery teams to ensure we suggest to initiatives to manage the overall customer satisfaction levels.

• Effective liaison with External and Internal UnitsEnsure that all escalated complaints are addressed completely post taking proper feedback from concerned location CCM desk /Line managers.

• Feedback provided to other units on quality of inputs given for closure of complaints.

• Proper and effective coordination with Customer services unit so as to facilitate prompt and precise responses on customer complaints.

• Coordination with Risk/Operations teams/Nodal office and other internal units in Cards business towards any process related clarifications.

• Feedback and updates to be provided within the stipulated time frame to concerned teams/Senior management.