Officer-Customer Care and Grievances

Role Overview: You will be responsible for handling customer communication and resolving Queries, Requests, Complaints, and Feedback (QRCF) primarily through email and web channels as part of the centralized customer care cell. Your main objective will be to ensure that customer requests and complaints are fully and satisfactorily addressed as First-Time-Resolution (FTR) to minimize escalations. Key Responsibilities: - Adhere to first-time-resolution norms within prescribed timelines for customer QRCFs to prevent escalations that may result in compensation payments, revenue leakage, and customer attrition. - Constantly strive to improve productivity norms by achieving a 10% incremental productivity increase per quarter through automation. - Obtain necessary information from core-banking-solution (CBS), customer relationship management tool (CRM), and other relevant tools to resolve customer QRCFs efficiently. - Handle customer communication and resolution end-to-end within the prescribed turn-around-time for QRCFs received via email, web, and external regulatory or consumer helpline portals. - Prepare and send written responses to customers, including acknowledgement, interim, and final responses. - Interact with customers to gather adequate information on their requirements/complaints to provide optimal resolutions and prevent communication gaps that may lead to escalations. - Coordinate with branch staff, back-end operational/support functions, and vendors to ensure timely and satisfactory resolutions for customers. - Guide customers on alternative/self-service channels for raising queries/requests at their convenience. Qualifications Required: - Proficient written communication skills in English and business email etiquette. - Strong verbal skills in English and proficiency in at least one regional language. - Familiarity with Microsoft Office tools such as Excel, Word, and Outlook. - Basic skills in CRM or customer care ticketing system are desired. Role Overview: You will be responsible for handling customer communication and resolving Queries, Requests, Complaints, and Feedback (QRCF) primarily through email and web channels as part of the centralized customer care cell. Your main objective will be to ensure that customer requests and complaints are fully and satisfactorily addressed as First-Time-Resolution (FTR) to minimize escalations. Key Responsibilities: - Adhere to first-time-resolution norms within prescribed timelines for customer QRCFs to prevent escalations that may result in compensation payments, revenue leakage, and customer attrition. - Constantly strive to improve productivity norms by achieving a 10% incremental productivity increase per quarter through automation. - Obtain necessary information from core-banking-solution (CBS), customer relationship management tool (CRM), and other relevant tools to resolve customer QRCFs efficiently. - Handle customer communication and resolution end-to-end within the prescribed turn-around-time for QRCFs received via email, web, and external regulatory or consumer helpline portals. - Prepare and send written responses to customers, including acknowledgement, interim, and final responses. - Interact with customers to gather adequate information on their requirements/complaints to provide optimal resolutions and prevent communication gaps that may lead to escalations. - Coordinate with branch staff, back-end operational/support functions, and vendors to ensure timely and satisfactory resolutions for customers. - Guide customers on alternative/self-service channels for raising queries/requests at their convenience. Qualifications Required: - Proficient written communication skills in English and business email etiquette. - Strong verbal skills in English and proficiency in at least one regional language. - Familiarity with Microsoft Office tools such as Excel, Word, and Outlook. - Basic skills in CRM or customer care ticketing system are desired.