Job Description

: Business Vertical: Motor Finance Department: Customer Relationship Management
Line of Business: Business Support Grade: M1/M2
Proposed Immediate Superior: Senior Manager/AVP
Educational Qualification: Bachelor degree from a recognized college/university
Desired Experience: 3-5 Years. Experience involving direct interactions with customers preferred.
Key Objective of the Job: Customer communication management
Key Deliverables:

• Experience in QRC management and direct interaction with customers to resolve issues.
• Leading and monitoring the complaint-handling team within customer service.
• Monitoring RBI CMS and CPGRAMS portals to track complaints received from regulators.
• Interacting with cross-functional teams to ensure on-time resolution of customer complaints.
• Escalating complex or high-impact cases to appropriate departments (Collections, Operations, Sales, etc.).
• Ensuring all resolved cases are closed with customer confirmation when necessary.
• Interacting with RBI officials on queries raised or advisories issued and providing necessary clarifications.
• Ensuring all RBI advisories are complied with within the given timeline and uploading all supporting evidence on the portals.
• Maintaining accurate and detailed records of all complaints, actions taken, and resolutions.
• Preparing complaint-related MIS reports for submission to RBI as per applicable RBI circulars.
• Identifying recurring issues and suggesting improvements to enhance customer experience.
• Interacting with the Internal Ombudsman (IO) for complaint resolution and addressing queries raised by the IO.
• Ensuring IO suggestions are implemented and following up through every step of the process.
• Documenting evidence of implementation of IO recommendations and updating the IO accordingly.
• Ensuring adherence to regulatory requirements, internal policies, and audit standards at all times.
• Serving as the primary point of contact during RBI audits and internal audits related to customer complaints.
• Driving improvements based on audit findings to enhance process robustness and regulatory compliance.
• Providing timely training to the team on process changes, new implementations, policy updates, and system enhancements to ensure operational readiness and compliance.
• Initiating new projects and process improvement initiatives to strengthen complaint management operations.

Specialized job competencies:

• Project Management skills
• System knowledge - MS Office, CRM, MS Powerpoint
• Process orientation
• Ability to influence & build strong working relationship with grass root employees & seniors
• Team management

Other desired attributes:

• Passion for working on Customer service & initiatives impacting Customers
• Communication (Oral & written) & Presentation skills
• Desire to learn & explore
• Creativity & resourcefulness

Location: Thane, Maharashtra
Number of Positions: 1

Skills Required