About the role
Job Title
Complaint Reviewer - GRC and ECC
Business Unit
Direct Banking Channel
Reporting To
Team Leader - Complaint Reviewer
Job Function and Role Type
Phonebanking, Individual Contributor
Version No
2.0
Job Purpose
Assign complaints to relevant business functions based on customer issues. Ensure accurate case handling and resolution through proper tagging, transfer, and updates.
Key Responsibilities
Complaint Assignment and Handling
Identify duplicate cases, tag as junk, and close.
Transfer credit card cases to the Credit Cards department.
Escalate FRC cases to the respective unit for E2E handling.
Update all relevant fields in Talisma during sorting.
Assign cases to appropriate units for resolution.
Education:
Graduation required.
Certifications:
None specified.
Key Competencies
Banking product knowledge, communication skills, MS Office proficiency, complaint resolution, customer service expertise.
Major Stakeholders
Customers, Branch Banking Team, Operations, Product Teams, Third Party Products.