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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.
Eligibility typically includes the qualifications and experience outlined in the job description above, with around 5 - 12 Years years of relevant experience expected for this role.
The key responsibilities for this role are detailed in the Key Responsibilities section above, covering the core duties expected of a Training & Quality Mgr-VRM at HDFC Bank.
This role requires around 5 - 12 Years years of relevant experience, as specified in the job listing. Please refer to the Qualifications & Experience section above for full details.
Skills relevant to this position are outlined in the Qualifications & Experience section above. In general, strong communication, domain knowledge, and the ability to meet role-specific targets are valued across similar BFSI positions.
You can apply directly using the Apply Now button on this page, which will take you to HDFC Bank's application process for this role.