About the role
Job Title
Escalation Manager – Escalated Complaint Cell – Payment Business
Business Unit
Payment Business
Reporting To
TL – Escalated Complaint Cell
Job Function and Role Type
Payment Business, Escalation Manager
Version No
2.0
Job Purpose
Handle escalated customer queries/complaints from MD/Senior Management/Regulatory bodies and provide resolutions within established guidelines. Liaise with functional units to ensure first-instance resolution and identify process gaps for improvement.
Key Responsibilities
Productivity
Ensure Productivity responsibilities are completed.
TAT
Ensure TAT responsibilities are completed.
Quality
Track daily closed/final responses.
Ensure monthly productivity levels are met.
Ensure resolution/response within defined TAT.
Send interim responses on the same day, if applicable.
Adhere to TAT for CAD/Exception approvals.
Understand and fulfill customer requirements.
Resolve queries to customer satisfaction.
Comply with internal processes and security guidelines.
FCR on Service-Related Complaints
Provide complete resolution at the first instance.
Analyze and reduce repeat interactions monthly.
Follow up on closed cases to ensure commitments are met.
Process Adherence
Minimize pending cases in Sprinklr through follow-up.
Resolve CRM cases within specific TAT.
Accurately capture customer interactions in the system.
Education:
Graduation.
Certifications:
None specified.
Key Competencies
Business writing, communication, coordination, positive attitude, computer literacy.
Major Stakeholders
Customers, Branch Banking Team, Operations, Products, Risk, Sales, Virtual Channel, RPMC.