CSM-Escalated Complaint Cell-Ops

**Job Purpose: \-** * Responsible for handling customer complaints escalated to the MD/Senior Management/Principal Nodal Officer / Grievance Redressal Officer. * Review of customer complaints and provide suitable resolution/response within stipulated guidelines. * Liaise with various functional units in the Bank and ensure complete resolution within stipulated timelines. * To ensure complete resolution is given at the first instance itself thereby not inducing repeat interactions. * Logging of every escalation in CRM system and ensure appropriate and complete data being updated in system along with resolution proposed. * All relevant fields to be updated in Talisma at time of case initiation/closure. * Ensure quality resolution by adhering to quality parameters that are stipulated by Supervisors from time to time. **Job Responsibilities(JR) : 6 – 8 Areas** **Actionable (4\-6\)** Managing customer complaints * End\-to\-End handling of allocated complaints escalated to Chairman / MD / Group Heads / Principal Nodal Officer/Grievance Redressal Officer. * To analyze “No/Denial/Negative” response cases in an effort to find out the feasibility to convert the same into Yes/Positive/Affirmative. * To maintain Quality Standards of responses sent to customers. * To contact customers whenever deemed necessary during the course of the resolution. * Responding to customers accurately within stipulated TAT. * Reviewing “No/Denial” responses to curb escalations to next level/BO. * Ensuring all complaints logged in CRM and closure of the same within TAT. Process evaluation * Conducting “Root Cause Analysis (RCA) / Adequacy Analysis” for cases escalated to other channel prior to MD/ Sr. Management/ Principal Nodal Officer / Grievance Redressal Officer escalations * Identifying Process Improvements through Root Cause Analysis. Liaising with internal and external stakeholders * To work closely with Functional Heads / SPOCs to resolve cases amicably and in timely manner. * Timely escalation to reduce pending complaints. Staff Accountability * To fix staff accountability bases Root Cause Analysis done. * To carry out improvements for different business units basis the findings of RCA / review. Quality * To ensure customer’s requirement is correctly understood. To check for opportunities to fulfill customer requirement by exceptional handling and resolve the query to customer's satisfaction. * Adherence to internal processes to ensure prompt resolution of customer queries / security of customer information * To read all mails twice before responding to the customer. Compliance to internal processes/ guidelines / security requirements on responses like account \# masking process, negative stance approval process, clause usage, etc. * Nil escalation due to inadequate resolution and Staff accountability to be taken for inadequate handling on earlier channels. **Educational Qualifications** **Key Skills** * Graduation: * Banking Product \& Process Knowledge. * Communication and response drafting skills. * Knowledge of Banking systems and MS\-office. **Experience Required** **:** * Total work experience of 8 years in the Banking sector. * Familiarity with HDFC Bank’s operations and procedures. * Customer Service background and complaint handling experience is necessary. * Excellent Communication Skills (Verbal/ Written). * Knowledge of Demat / Liabilities Products (CASA / Debit Cards/ Mutual Funds etc.) and Asset Products (Loans).