TransUnion CIBIL Limited

Responsibility 1 (Complaint Resolution)· Responsible for handling end to end resolution of complaints received on Escalations Channels like Senior Management and Regulatory channels.· Comprehend, analyze and action complaints received under various escalation channels as per the defined process, timelines and ensure quality.· Track pendency and ensure TAT adherence and high quality of response.· 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.· Ensureminimum TAT for customer escalations and complaint closures.· Follow-up with Credit Institutions and internal teams for timely resolution.· Work together with other team members for cross training and back-up to other team members.· Collaborating with cross-functional team in resolving complaints within defined timelines.Responsibility 2 (Process Improvement)· Proactively identify opportunities and provide alternatives/solutions for process improvement.· Introduce best practices to streamline the workflow and improve productivity, meet processing expectations and ensure all timelines are met.· Recommend improvement in process and bring continuous improvements in existing processes.Experience and Skills· Overall 3-4 years of experience in Complaints Management in BFSI sector handling Senior Management and Regulatory complaints.· Should have worked with Complaints Management team/ Grievance Redressal team in his/ her previous stints.· Candidate must be highly proficient in written communication, ability to handle irate customers, document review, complaints analysis and complex complaints.· Proven experience of meeting aggressive TATs with high quality resolution.

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