Complaint Reviewer - GRC and ECC

Overview

The role of Complaint Reviewer at HDFC Bank within the Direct Banking Channel is primarily responsible for the precise categorization and management of customer complaints. This position involves ensuring that complaints are appropriately assigned to relevant departments for swift and accurate resolution while maintaining accurate updates throughout the complaint lifecycle.

Primary Duties

• Identify and handle duplicate complaint entries by marking them as junk and closing those cases.
• Redirect credit card-related complaints specifically to the Credit Cards division for focused attention.
• Escalate First Response Cases (FRC) to the relevant departments for comprehensive end-to-end processing.
• Maintain accuracy in the complaint management system (Talisma) by updating all necessary fields during case sorting.
• Delegate complaints to the correct business units to ensure timely and effective resolution.

Core Skills and Requirements

• Graduation is mandatory.
• Strong familiarity with banking products and services.
• Effective communication abilities to ensure clear and professional correspondence.
• Proficiency in MS Office applications.
• Expertise in complaint resolution and delivering excellent customer service.

Key Interactions

The role liaises with diverse stakeholders including customers, branch banking teams, operations personnel, product teams, and associated third-party product vendors to facilitate a seamless complaint resolution process.