airtel
Location
Gurgaon | India
Job description
Customer Grievance Officer - JD
Airtel Payments Bank
Airtel Payments Bank is the first entity to get the final license from Reserve Bank of India for launching a Payments Bank. Airtel Payments Bank Limited will leverage the distribution network of Bharti Airtel spread across 1.5 million outlets, with network presence spreading across 87% of the country, covering more than 400,000 villages and 5,000 census towns. With banking, we are going to make financial inclusion a reality for every Indian, by enabling them to do banking on their own terms, and enjoy products that are intuitive, easy to use and more accessible. For details please log in to
Key Deliverables
. Resolving queries end to end and ensure zero repeat and escalations. CGO is also responsible for managing customer grievances in the defined timelines
. Responsible for one or more districts and will visit the designated locations in each district for defined duration
. Will take care of operations activities in assigned geography
. Will attend all complaints coming from customers. CGO will collate complaints submitted in the access point and share with the central team through CRM.
. CGO in their capacity as frontline ambassadors of the bank, enlighten the customers of the grievance redressal mechanism, time frame for resolution of their complaints, name, address and contact number of Principal Nodal Officer, Contact details of Banking Ombudsman of the area.
. CGO should have updated knowledge of the bank's policy relating to various products offered by it and its terms and conditions.
. CGO should contact the concerned either by phone, e-mail or in person, to get the grievance redressed say within a day, if the complaint is in respect of a particular customer, CGO should explain the Complaint escalation mechanism to the complainant.
. CGO should give high priority to the complaints received through the Banking Ombudsman, Consumer Education and Protection Department of Reserve Bank of India and Consumer forums.
. CGO should promote and market the new and existing products and services introduced by the bank.
. CGO should follow all banking polices as determined by the board of directors or owners of the bank.
Qualification
. Must Have: Graduation in any discipline.
. Excellent computer skills.
Experience:
. Candidate should have at least 2 to 3 years of work experience preferably into Banking sector managing grievance redressal & sales service
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