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[New Job Vacancy] COMPLAINTS OFFICER-PHONE BKG job in HDFC Bank, (Kolkata, West Bengal) – Jobs in Kolkata, West Bengal

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Kolkata, West Bengal
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Jobs in Kolkata

Full Job Description :-
Job Description
Logging & resolution of complaints received at the Center( CASA/RA/Cards): Carry out seamless execution of the complaints process at the Center.
Ensure prompt logging of CASA/RA related complaints on the date of receipt of the complaint by self & by Complaint Processors/ Agents.
Follow up for complete and adequate resolution of complaints, basis Initial Resolver, as per defined standards within the defined TAT.
Co-ordinate and manage the activity of call out for complaint resolution/ SMS sent, in order to meet defined TAT.
Track status of complaints on a daily basis in order to ensure resolution and closures within defined TAT.
Highlight concerns and seek support from Manager-Complaints/ Central team to accelerate resolution.
o Accuracy of Logging in complaint o Closures within TAT as per appropriate deadlines on types of complaints Next Step/GRC/NO/PNO/GC o Adequacy of closures at minimum 98%.
Handling complaints pertaining to the Center received at MD/PNO Desk: (applicable for Centres without Complaints Manager) Investigate details of escalated complaints received from MD / Sr.
Mgmt / PNO Desk received from the PhoneBanking Central team.
Provide accurate and complete response back to the Central team within target time.
Resolution of Escalated complaints on Cards from Priority Desk / Grievance Cell/Nodal Officers/Senior Management Desks Provide Customer Interaction History & Root Cause Analysis (RCA) for the Cards related complaints mentioned above.
o Complaint Closures within TATs as appropriate.
o -MD/Senior Mgmnt & PNO 3hrs o -Social Media 2hrs o -Grievance cell 6 hrs o -CRM Next 2 days o Nodal Officer/PNO/BO office-3 hrs o Nil Delays in providing RCA and CIH(Customer Interaction History ) for the escalations handling to the relevant desks QIG , Internal Management Team Productivity & Service Standards: Drive team productivity measures for out-calling of NFCR queries of customers received at the centre.
o Contactability > 90 % o Min-50 customer contacts per day by every telecaller in the team.
o Nil No Action o Satisfactory resolution of all NFCR queries.
Team Management: Team building and motivation -Building the team in terms of service / sales / quality culture by leading by example o Minimal attrition o Minimal Unscheduled absenteeism o Load balancing to ensure call out loads are evenly given across the team.
Best in Class Customer Call Experience during Complaint handling High quality of Product/process knowledge to handle complaints Sensitive objection handling ,especially with irate customers Judicious use of designated CAD to resolve complaints successfully Clarity of representation/escalating to seniors/inter dept when required to expedite /undertake deviations for customer resolution.
Highlight improvement areas to the unit regularly based on complaints received and handled o Ensure agents/self provide complaint docket number (CDN) wherever required.
o Error-free & on time logging of complaints/requests o Nil Repeat complaints post resolution of the specific issue of the customer.
o Self- scores on product process quizzes in E process to be at 95 % Operations/ Audit & Compliance: Error-free and timely execution of customer instructions.
Compliance to audit guidelines on password sharing ,ID usage and updations.
o Nil exceptions in usage of CAD/deviations for resolving customer complaints o Nil exceptions in processes/maintenances done by self on the accounts Reporting of local data /MIS for team/unit: Accurate and objective reporting of team statistics within specified TAT and format.
Reporting of complaints data for the unit to QIG at specified intervals for various senior management presentations /meetings.
Whenever assigned rotating responsibilities within unit for reporting o Nil errors and exceptions.
o Nil delays in reporting Team Management: (Complaint Processor- ADFC-NFCR Agents) Training of complaint processor(s) Allocation of tasks/cases to complaint processor(s) o Quiz scores of processor > 90 % o Nil errors in logging of complaints by processor(s) o Minimal unscheduled offs o Nil repeat complaints post handling of assigned complaint by complaint processor Administration Support administrative related activities to ensure all administrative guidelines are adhered to- overall discipline and decorum of the Center.
o Discipline and adherence to Bank policies and guidelines.
Banking Product & Process Knowledge
Team Management.
Ability to develop a set of team.
Sales and Influencing Skills
Planning and Organizing Skills

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