About the role
Job Title:
(Job Name) – CX- Team Member Service Recovery & Win Back
Job Details:
Business Unit (PA): Digital Banking
Team: CX
Reports to (job): CX RBB Complaint Management
Location of role: Mumbai (Arioli)
Role Type: IC Role
Job Band Range: D1-D2
JD Created date: 11th May 2026
JD Updated date: 11/5/2026
Job Purpose:
Drive Customer Experience through effective Service recovery and Win Back intervention.
Increase customer satisfaction from complaining customers and ensure positive word of mouth from all retail customers.
Job Responsibilities:
Independent Review of All RBB complaints which is being wholly/partially rejected or partially resolved before escalation.
Drive effective Win Back & Service recovery Interventions.
Collaborate with all CFT Stakeholders for priority resolution & Frontline empowerments.
Capture Insights from Complaints and funnel into Process improvement initiatives.
Complaint Reduction.
Timely review of all complaints received within the TAT; Complaint TATs are met.
Ensuring Quality of review, first time right and no to and FRO.
Timely resolution of all escalated complaints.
Improving the Quality of case history shared with NO/IO.
Reduction of NEED FEEDBACK from NO/IO.
Provide unbiased opinion of resolutions to RBB factoring and understanding the complete RCA’s.
Zero OTAT cases for escalated complaints referred to NO/IO.
Ensure Best in Class Practiced for CPGRAMS and NO/IO Denials and ensure Top 2 ranking for RBB as a resolving entity.
Basis RCA’s and IO Feedback reduce recurring denials and drive process improvement.
Operations Management for the Escalation & Service Recovery process.
Create a Network of CFT members for priority resolution of escalated management.
Leverage the Escalation matrix to provide timely support to customers.
Identify the recurring complaints and issues; Proactively identify customer experience gaps leading to escalations.
Focus on identifying the reasons of complaints; Strategize and work with Logging units for reduction.
Educational Qualifications:
Graduation
Post-Graduation: MBA- Certifications
Key Skills:
Communication & Presentation skills (written, Oral & visual)
Problem Solving Skills
Relationship management
Resolution capability & reassurance skills
Business Focus
Analytical skills
Project management
Collaboration and Influencing Skills
Banking Product & Process Knowledge
Planning and Organizing Skills
Knowledge of Competition & Current trends in financial Industry
Experience Required:
Minimum experience: 12-18 years
Prior track record of delivering success retention and resolution capability
Major Stakeholders:
Internal: Branch Banking Team, Nodal Sectreral Team -QIG - CPU / WBO, Product Team, IT