Complaint Reviewer-GRC and ECC

HDFC Bank Limited; Mumbai; On-site; INR 400,000 - 520,000; Full time

Job summary

HDFC Bank Limited is seeking a Complaint Reviewer - GRC and ECC in Mumbai to ensure accurate case handling and timely resolution. The role involves assigning complaints to the appropriate business functions, tagging, transferring, and updating cases in the system.

The ideal candidate will have graduation and strong banking product knowledge, along with excellent communication and customer service skills. This is an individual contributor role within the Direct Banking Channel.

Qualifications

• Graduation is required.
• Experience in handling customer complaints or providing customer service is preferred.
• Knowledge of banking products and processes is advantageous.

Responsibilities

• Identify duplicate cases, tag as junk, and close.
• Transfer credit card cases to the Credit Cards department.
• Escalate FRC cases to the respective unit for E2E handling.
• Update all relevant fields in Talisma during sorting.
• Assign cases to appropriate units for resolution.

Skills

Banking product knowledge

Communication skills

MS Office proficiency

Complaint resolution

Customer service excellence

Education

Graduation

Tools

Talisma

Job description

Job Purpose

Assign complaints to relevant business functions based on customer issues. Ensure accurate case handling and resolution through proper tagging, transfer, and updates.

Role Description

Job Title: Complaint Reviewer - GRC and ECC

Business Unit: Direct Banking Channel

Reporting To: Team Leader - Complaint Reviewer

Job Function and Role Type: Phonebanking, Individual Contributor

Version No: 2.0

Job Purpose: Assign complaints to relevant business functions based on customer issues. Ensure accurate case handling and resolution through proper tagging, transfer, and updates.

Key Responsibilities

• Identify duplicate cases, tag as junk, and close.
• Transfer credit card cases to the Credit Cards department.
• Escalate FRC cases to the respective unit for E2E handling.
• Update all relevant fields in Talisma during sorting.
• Assign cases to appropriate units for resolution.

Education

Graduation required.

Certifications

None specified.

Key Competencies

Banking product knowledge, communication skills, MS Office proficiency, complaint resolution, customer service expertise.

Major Stakeholders

Customers, Branch Banking Team, Operations, Product Teams, Third Party Products.