Job Description

R360 powers a data driven customer engagement ecosystem that enables the world's leading organisations to earn customer loyalty every day.
For over 10 years, R360's loyalty and reward platforms have driven ambitious loyalty programs for some
of the world's biggest brands including Axis Bank, Standard Chartered Bank, HDFC Bank and Emirates National Dubai Bank. We have 500+ global retail partnerships and offer our clients reward programs, nuanced customer segmentation, datacentric campaigns, and big data analytics.
Our multidisciplinary team of technology experts, product engineers, data scientists, client relationship managers and customer experience professionals work together with our clients to enable loyalty by enhancing customer acquisition, engagement and retention.

Job Title: Complaints Handling Executive

Department:

Customer Experience / Service Quality / Operations

Location:

Bangalore

Reports To:

Complaints Manager / Customer Service Head

Job Purpose

To manage and resolve customer complaints efficiently and fairly while maintaining full compliance with regulatory guidelines. The role also requires strong data management and

advance Excel reporting skills

to track performance, identify trends, and support management with daily and weekly dashboards.

Key Responsibilities

1. Complaint Management

Receive, acknowledge, and response with case closure to clients which is recorded across multiple channels (branch, email, call center, regulatory bodies, etc.). Coordinate with relevant departments to investigate and resolve customer issues promptly. Draft accurate, clear, and empathetic responses to customers/clients in line with bank communication standards. Ensure all complaints are closed within the defined turnaround time (TAT).

2. Reporting & Data Analysis

Prepare and publish

daily, weekly, and monthly complaint reports

using Excel (pivot tables, charts, VLOOKUP, dashboards, etc.). Maintain accurate and up-to-date complaint logs and trackers. Analyze complaint data to identify key trends, recurring issues, and root causes. Collaborate with IT or analytics teams to automate recurring reports or dashboards where possible.

3. Compliance and Governance

Adhere to regulatory and internal policies related to customer complaint handling. Ensure accurate recordkeeping for audits and regulatory submissions. Support in responding to regulator or ombudsman queries when required.

4. Process Improvement & Customer Experience

Conduct root cause analysis to recommend preventive actions. Identify opportunities to enhance complaint resolution efficiency and customer satisfaction. Promote a customer-centric culture within the team.

Key Performance Indicators (KPIs)

Complaint resolution within defined TAT Quality and accuracy of Excel reports and dashboards Reduction in repeat complaints Timeliness and completeness of submissions Compliance with audit and regulatory requirements

Qualifications & Experience

Education:

Bachelors in any degree

Experience:

2-5 years in complaint management, customer service, or operations within banking or Social media escalations.

Technical Skills:

Advanced Microsoft Excel

(pivot tables, formulas, conditional formatting, charts, data validation, dashboards) Knowledge of

PowerPoint

and

Word

for presentations and reports Familiarity with

CRM / complaint management systems

Skills & Competencies

Strong analytical and reporting abilities Excellent written and verbal communication Empathy and customer focus Attention to detail and accuracy Ability to handle pressure and multitask Collaboration and teamwork

Behavioral Attributes

Integrity and accountability Proactive and solution-oriented mindset Continuous learning and improvement attitude * Professionalism and discretion