Nodal Officer Mumbai

Job Description: Core Responsibilities: Complaint Resolution Ensure to handle and end to end resolution of complaints received on Escalations Channels like Banking Ombudsman, NHB, RBI, Management, Nodal Officer, Online Grievance Portal etc Comprehend, analyse and action complaints received under various escalation channels as per defined process, timelines and quality Ensure to update Management on the progress of Customer Complaints and Customer Service in general. Review all Level 2 and above complaints. Monitor the escalation process in the organization based on the criteria specified by the organization; suggest ways of improving the existing process to increase consumer satisfaction Ensure compliance with established rules to assure that best solutions are executed inclusive of delivery challenges Ensure continuous review and analysis of processes and procedures to identify and implement operational efficiency and consumer satisfaction. Follow-up with members and internal teams for timely resolution Ensure timely response on escalation clarification processes and ensure FTR Collaborating with cross functional team in resolving complaints within defined timelines Ensure maintenance management of records under escalation process Submission of Notes to the Customer Service Committee of the Board and taking action on their directions. Process Improvement Proactively identify prospects and provide alternatives/solutions for process improvement Introduce best practices to streamline the work flow and improve team productivity, meet processing expectations and ensure all timelines met by the team Design processes and bring continuous improvements in existing processes. .