Compliant Manager

Position: Complaint Manager
Location: BTM, Bangalore (Work from Office)
Experience: 2+ Years

Job Summary:
We are seeking a dedicated and customer-oriented Complaint Manager to join our team. The ideal candidate will be responsible for resolving customer queries and complaints through various communication channels, including calls, emails, and website inquiries. With a focus on providing excellent customer service, the Complaint Manager will handle escalated issues in the banking domain, particularly in the Loans department, ensuring customer satisfaction and timely resolution. This role requires fluency in English, Tamil, Telugu, and Kannada due to the diverse customer base across India.

Key Responsibilities:

• Handle customer complaints and queries related to banking products and services, primarily in the Loans department.
• Resolve issues through various channels: calls, emails, and website inquiries, maintaining high service standards.
• Provide timely and effective solutions to customer issues, ensuring customer satisfaction.
• Coordinate with different internal teams to address customer concerns and ensure resolution within set timelines.
• Maintain records of complaints, resolutions, and customer interactions in accordance with company policies.
• Escalate unresolved issues to appropriate higher authorities while ensuring timely follow-ups.
• Monitor and analyze complaints trends, providing insights for process improvements.
• Ensure all customer communication is clear, concise, and professional.
• Adhere to organizational guidelines and procedures while resolving complaints.

Skills and Qualifications:

• Minimum of 2 years of experience in complaint resolution or customer service in the banking sector.
• Expertise in handling complaints related to Loans would be a strong advantage.
• Strong communication skills in English, Tamil, Telugu, and Kannada (spoken and written).
• Graduate or higher qualification from a recognized university.
• Good understanding of banking operations and customer service standards.
• Ability to manage multiple complaints simultaneously and resolve them within deadlines.
• Proficient in MS Office tools (Word, Excel, Outlook, etc.).
• Strong interpersonal skills and a customer-first attitude.
• Attention to detail, patience, and problem-solving abilities.

Desirable Skills:

• Previous experience in complaint management for loan products in the banking industry.
• Ability to work effectively in a fast-paced environment with a focus on delivering results.
• Knowledge of banking regulations and customer complaint management standards.

Why Join Us?:

• Competitive salary and benefits package.
• Opportunity to be part of a leading organization in the banking sector.
• A dynamic and supportive work environment.