Regulatory Escalation Officer
IDFC FIRST Bank
Date: 15 hours ago
City: Navi Mumbai, Maharashtra
Contract type: Full time
Job Requirements
Role/Job Title: Regulatory Escalation Officer
Business: Customer Service
Function/ Department: Grievance Redressal
Roles & Responsibilities
'Provide adequate & quick resolution to all the escalated complaints from regulatory bodies, senior managers, nodal offices and internal departments at GRD.
Ensure adherence to grievances redressal policy and processes, monitoring its implementation and initiating corrective action wherever needed by self.
Review the comments of auditors on implementation of customer service and grievance redressal policies and initiate corrective action wherever necessary
Evaluation of complaints and submit the RCA with action plan.
Participate in various initiatives towards reduction in escalations of customer complaints.
Ensure adequacy and quality of all complaints resolution at this level.
Ensure the deliverables are met in a timely manner.
Ensure all regulatory queries are answered to the regulators satisfaction.
Solve customer queries responsibly with empathy, active listening, courtesy, politeness, helpfulness and exhibit behaviors such as initiative-taking, accountability and values adhering
Showcases skills necessary to create a high-quality customer experience, as reflected through customer satisfaction and quality scores
Collaboration with multiple departments; ability to follow up and influence faster resolution
Secondary Responsibilities
'Identify Erring units Responsible for Escalation , RCA and suggest Process Improvements. Effectively collaborate with internal and external teams/stake holders.
Key Success Metrics
'Strong On-Call, written and verbal communication skills along with active listening
Ability to articulate messages and information clearly and accurately
Familiarity with Customer relationship management systems
Customer focus and adaptability to different personality types
Ability to multi-task, set priorities and manage time effectively
Ability to work flexible work schedules when required
Basic maths and computational skills
Role/Job Title: Regulatory Escalation Officer
Business: Customer Service
Function/ Department: Grievance Redressal
Roles & Responsibilities
'Provide adequate & quick resolution to all the escalated complaints from regulatory bodies, senior managers, nodal offices and internal departments at GRD.
Ensure adherence to grievances redressal policy and processes, monitoring its implementation and initiating corrective action wherever needed by self.
Review the comments of auditors on implementation of customer service and grievance redressal policies and initiate corrective action wherever necessary
Evaluation of complaints and submit the RCA with action plan.
Participate in various initiatives towards reduction in escalations of customer complaints.
Ensure adequacy and quality of all complaints resolution at this level.
Ensure the deliverables are met in a timely manner.
Ensure all regulatory queries are answered to the regulators satisfaction.
Solve customer queries responsibly with empathy, active listening, courtesy, politeness, helpfulness and exhibit behaviors such as initiative-taking, accountability and values adhering
Showcases skills necessary to create a high-quality customer experience, as reflected through customer satisfaction and quality scores
Collaboration with multiple departments; ability to follow up and influence faster resolution
Secondary Responsibilities
'Identify Erring units Responsible for Escalation , RCA and suggest Process Improvements. Effectively collaborate with internal and external teams/stake holders.
Key Success Metrics
'Strong On-Call, written and verbal communication skills along with active listening
Ability to articulate messages and information clearly and accurately
Familiarity with Customer relationship management systems
Customer focus and adaptability to different personality types
Ability to multi-task, set priorities and manage time effectively
Ability to work flexible work schedules when required
Basic maths and computational skills
See more jobs in Navi Mumbai, Maharashtra