Complaints Handling Executive - L2

R360 Group; Bengaluru; On-site; INR 450,000 - 750,000; Full time

Job summary

R360 Group in Bengaluru is seeking a Complaints Handling Executive to manage and resolve customer grievances across channels while ensuring regulatory compliance and accurate recordkeeping. You will lead data reporting using advanced Excel, pivot tables, dashboards, and collaborate with IT/analytics to automate reports, supporting daily and weekly management dashboards.

The role requires strong analytical skills, attention to detail, empathy, and the ability to work under pressure in a banking

Qualifications

• Bachelors degree in any field.
• 2–5 years in complaint management, customer service, or operations within banking or social media escalations.
• Advanced Microsoft Excel skills (pivot tables, charts, formulas).
• Knowledge of PowerPoint and Word for presentations and reports.
• Familiarity with CRM / complaint management systems.

Responsibilities

• Complaint Management: Receive, acknowledge and respond with case closure across channels; ensure timely resolution.
• Reporting & Data Analysis: Prepare daily, weekly and monthly complaint reports using Excel; track trends and dashboards.
• Compliance and Governance: Adhere to regulatory and internal policies; assist audits and regulatory submissions.
• Process Improvement & Customer Experience: Conduct root cause analysis; drive improvements to satisfaction and efficiency.

Skills

Advanced Excel

PowerPoint

Word

CRM systems

Data analysis

Education

Bachelor's degree

Tools

CRM systems

Job description

R360 powers a data driven customer engagement ecosystem that enables the world’s leading organisations to earn customer loyalty every day.

For over 10 years, R360’s loyalty and reward platforms have driven ambitious loyalty programs for some

of the world’s biggest brands including Axis Bank, Standard Chartered Bank, HDFC Bank and Emirates National Dubai Bank. We have 500+ global retail partnerships and offer our clients reward programs, nuanced customer segmentation, datacentric campaigns, and big data analytics.

Our multidisciplinary team of technology experts, product engineers, data scientists, client relationship managers and customer experience professionals work together with our clients to enable loyalty by enhancing customer acquisition, engagement and retention.

Job Title: Complaints Handling Executive.

Department: Customer Experience / Service Quality / Operations

Reports To: Complaints Manager / Customer Service Head

Job Purpose

To manage and resolve customer complaints efficiently and fairly while maintaining full compliance with regulatory guidelines. The role also requires strong data management and advance Excel reporting skills to track performance, identify trends, and support management with daily and weekly dashboards.

Key Responsibilities

1. Complaint Management

• Receive, acknowledge, and response with case closure to clients which is recorded across multiple channels (branch, email, call center, regulatory bodies, etc.).
• Coordinate with relevant departments to investigate and resolve customer issues promptly.
• Draft accurate, clear, and empathetic responses to customers/clients in line with bank communication standards.
• Ensure all complaints are closed within the defined turnaround time (TAT).

2. Reporting & Data Analysis

• Prepare and publish daily, weekly, and monthly complaint reports using Excel (pivot tables, charts, VLOOKUP, dashboards, etc.).
• Maintain accurate and up-to-date complaint logs and trackers.
• Analyze complaint data to identify key trends, recurring issues, and root causes.
• Collaborate with IT or analytics teams to automate recurring reports or dashboards where possible.

3. Compliance and Governance

• Adhere to regulatory and internal policies related to customer complaint handling.
• Ensure accurate recordkeeping for audits and regulatory submissions.
• Support in responding to regulator or ombudsman queries when required.

4. Process Improvement & Customer Experience

• Conduct root cause analysis to recommend preventive actions.
• Identify opportunities to enhance complaint resolution efficiency and customer satisfaction.
• Promote a customer-centric culture within the team.

Key Performance Indicators (KPIs)

• Complaint resolution within defined TAT
• Quality and accuracy of Excel reports and dashboards
• Reduction in repeat complaints
• Timeliness and completeness of submissions
• Compliance with audit and regulatory requirements

Qualifications & Experience

• Education: Bachelors in any degree
• Experience: 2–5 years in complaint management, customer service, or operations within banking or Social media escalations.
• Technical Skills:
  • Advanced Microsoft Excel (pivot tables, formulas, conditional formatting, charts, data validation, dashboards)
  • Knowledge of PowerPoint and Word for presentations and reports
  • Familiarity with CRM / complaint management systems
• Strong analytical and reporting abilities
• Empathy and customer focus
• Attention to detail and accuracy
• Ability to handle pressure and multitask
• Collaboration and teamwork

Behavioral Attributes

• Integrity and accountability
• Proactive and solution-oriented mindset
• Continuous learning and improvement attitude