Job Overview
Responsible for accurate and timely closure of BO/RBI complaints within defined TAT, ensuring zero pendency and proactive follow‑ups to avoid ageing or escalations.
1) Conduct detailed case reviews using system trails, audit logs, application history, delivery proof, and internal unit feedback to provide comprehensive justification in CRM.
2) Work closely with Nodal Officer (NO) team, and other units such as Branch, CIC, AFU, PBK, and other credit card business units to obtain timely case inputs and ensure smooth closure without repeated reminders.
3) Prepare detailed case facts and need to present it to NO for IO views. Also customer‑focused responses with complete first‑time resolution, adhering to quality parameters and regulatory norms.
4) Ensure strict compliance with regulatory guidelines, maintain accurate documentation, and update CRM with complete case gist and the relevant facts/information for IO approval.
5) Meet daily closure targets and productivity benchmarks, while keeping seniors informed about sensitive, high‑ageing, or risk‑prone cases.
6) Raise CAD approvals within stipulated timelines and track completion, highlighting cases requiring senior intervention wherever necessary.
7) Identify process improvement on the customer complaint and highlight to concerned team for necessary implementation.
Looking for candidates with excellent exposure in Credit card escalation Management. Candidate should be well aware on the RBI guidelines and compliance on the credit card products.