About the role
Job Title
VC-Officer Service Resolution (OSR)
Business Unit
Virtual Care
Reporting To
Complaint Officer
Job Function and Role Type
Service, Individual Contributor
Version No
1.0
Job Purpose
Ensure zero-defect complaints management and accurate resolution within defined TATs. Deliver best-in-class customer experience and process compliance.
Key Responsibilities
Logging & Resolution of Complaints
Download and verify complaints logged by inbound staff.
Log complaints in CRM as per process.
Outcall customers for incomplete details.
Follow up with resolving units for timely resolution.
Reporting of Local Data / MIS
Extract and utilize MIS reports to track complaints.
Highlight open complaints for timely closure.
Maintain and store MIS records as required.
Maintenance of Records
File and store reports in defined formats.
Audit & Compliance Guidelines
Ensure adherence to audit compliance guidelines.
Conduct periodic checks to ensure nil exceptions.
Call Quality
Deliver service quality to meet benchmarks.
Achieve defined Call Quality, KAT, and E-process scores.
Administrative, Compliance & Personal Efficiency
Follow system and process guidelines.
Ensure self-discipline and adherence to policies.
Plan leaves and maintain team backups.
Education:
Graduate.
Certifications:
Banking Product Knowledge, Process Knowledge, Team Management.
Key Competencies
Interpersonal skills, time management, communication, proactive approach, planning and organizing.
Major Stakeholders
Internal teams and back-end operations units.