Complaints and Response Management Complaints received from various Grievance redressal channel to be actioned within stipulated TATs Ensure Quality and end to end resolution of customer complaints.
Validation of correctness of complaint details provided by location teams.
Raising stance approvals unit heads and to other stakeholders Reporting/ consolidation of complaints data as per standard formats and submission of the same on a monthly basis Identifying Process lapses and ensuring the same tracked for closure of staff actions within 4 working days.
Ensure 100 % TAT achievement as per stipulated deadlines in line with laid down TATs.
Root cause analysis of complaints and validation of call recordings Daily Productivity Tracker to be updated and submitted to the Compiling officer.
Resolution Quality for complete, correct and apt resolution to be provided for queries raised by the customer.
Resolution Quality comply with standards of laid down in the bank.
100% adherence to all Compliance/Regulatory guidelines / security requirements on responses viz.
, card no.
, critical information, Escalation clause/ closing lines etc Detailed root cause analysis of all CCM volumes for the channels handled and suggest process improvements backed with proper data and analysis.
Month on month accuracy measurements on random sampling basis and reporting to Unit Head/ individual officers in central CCM unit.
Proper tracker to be maintained for all lapses including closure of staff actions.
Ensure monthly reconciliation of data reported by Service Delivery for regulatory and senior managements purposes so as to ensure the volumes reported in both units matches.
Ensure timely closure of all Productivity Tracker/ Data reports/Data analysis asked from time to time.
Responses sent to customer, in case of a failure E mail response, Hardcopy response to be arranged to customers mailing address Projects and Processes Initiatives Initiatives in terms of better management of complaints by proactive controls/checks to be recommended / rolled out.
Suggest Process changes to ensure better management of customer complaints.
Timely closure of all projects as per specifications initiated from time to time.
Working along with CS and service delivery teams to ensure we suggest to initiatives to manage the overall customer satisfaction levels.
Effective liaison with External and Internal Units Ensure that all escalated complaints are addressed completely post taking proper feedback from concerned location CCM desk /Line managers.
Feedback provided to other units on quality of inputs given for closure of complaints.
Proper and effective coordination with Customer services unit so as to facilitate prompt and precise responses on customer complaints.
Coordination with Risk/Operations teams/Nodal office and other internal units in Cards business towards any process related clarifications.
Feedback and updates to be provided within the stipulated time frame to concerned teams/Senior management.
Complaints Resolution within stipulated TAT
Drafting of Customer Responses
Process Improvisations, Process Amendments,
Root Cause Analysis of complaints