Senior Officer, Specialist, Contact Centre, Consumer Banking, Technology and Operations
On-site · Pune, Maharashtra, India
Job Summary
Manage and resolve customer complaints within regulatory guidelines (RBI/BO), ensuring timely closure, customer satisfaction, and adherence to internal SLAs while minimizing escalation risks. Handle assigned complaints across channels (calls, emails, regulatory portals); investigate cases thoroughly by coordinating with internal stakeholders (operations, collections, branches, tech teams); provide clear, compliant, and customer-friendly responses; perform root cause analysis (RCA) and identify systemic issues; ensure proper documentation and closure remarks for audit readiness; monitor repeated complaints and highlight trends for escalation; adhere to call handling protocols and quality standards; ensure proactive customer communication and follow-ups until closure.
Required Qualifications
- Graduate (mandatory)
- 2–5 years of experience in banking & cards operations / customer service / complaints handling
- Experience in handling escalations, grievance redressal, or collections-related complaints preferred
- Education / Preferred Qualifications Graduate (mandatory)
- Knowledge of RBI regulations and complaint handling norms
- Proficiency in MS Excel (trackers, reporting) and email drafting
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