Customer Relations Officer IND

osb group; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

osb group is seeking a detail-oriented complaints analyst to manage 1st-line investigations across all product lines. You will acknowledge, investigate, and resolve complaints within 3 days, while keeping customers updated by phone, email and letters.

The role requires strong analytical skills, regulatory awareness and collaboration with stakeholders to prevent future issues. You will maintain thorough documentation, ensure data governance, and contribute to continuous improvement in complaint

Qualifications

• Excellent verbal and written communication skills required.
• Strong customer service orientation with ability to handle complaints fairly.
• Solid investigative approach and attention to detail.
• Ability to gather information from multiple departments and documents.
• Sound knowledge of regulatory frameworks relevant to complaints handling.

Responsibilities

• Handle complaints at 1st stage across product lines and resolve within 3 days.
• Promptly acknowledge complaints and manage them within set time limits.
• Own and resolve customer queries after thorough investigation.
• Recommend fair decisions and calculate redress per policies and guidelines.
• Provide ongoing updates to customers via calls, letters, and emails.
• Collaborate with peers and Root Cause Function to address root causes.
• Provide critical analysis of processes to reduce future complaints.
• Ensure high-quality investigation notes and customer communications.
• Maintain accurate customer data across systems and on-call mailbox activity.
• Stay compliant with regulatory requirements and internal policies.
• Support data governance and risk management policies in day-to-day work.

Skills

Communication

Customer service

Investigation

Root cause analysis

Time management

Multitasking

Negotiation

Documentation

Data governance

Compliance

Tools

Work Smart Complaints system

Job description

• Handling of all complaints received within the 1st stage of the complaint handing process, across all product lines, investigating and resolving complaints within 3 days following receipt.
• Complete the initial acknowledgement of a complaint promptly, systematically and fairly and within set time limits.
• Take ownership for managing and resolving all allocated customer queries within agreed authority, ensuring that you have carried out a thorough investigation of the cause of individual complaints by gathering information from relevant departments and reviewing the relevant documentation.
• Make recommendations for fair, impartial decisions on whether to uphold a complaint in line with the Bank’s policies and set mandate and calculate redress and compensation in line with regulatory and FOS guidelines.
• Provide excellent customer service at all times, ensuring that continuous contact with the Customer to provide updates throughout the investigation, making use of all forms of communication method i.e. calls, letters and emails.
• Work with your peers to identify actions to address the cause of complaints and share these with the Root Cause Function.
• Following an investigation, provide the department with a critical analysis of their current processes and documentation with a view to reducing future complaints. Where necessary, proactively challenge or provide reasoning to decisions with key stakeholders.
• Ensure that the quality of the investigation notes and communication with the Customer is to a high standard and meets the quality assessment standards outlined by the Quality Assurance team.
• Maintain detailed and accurate customer related information on all relevant systems and databases
• Take responsibility for handling Customer Complaint mailbox activity on a rota basis
• Maintain up to date knowledge and adherence of compliance with legal requirements, industry regulations, organisational policies and professional codes
• Support in Collation of, and production of reports and summaries of patterns and trends, and offer recommendations to managers to reduce and prevent complaints
• Ensure that you fully understand and comply with the organisation’s Risk Management Policies as they relate to your area of responsibility and demonstrate in your day to day work that you put customers at the heart of everything you do.
• Ensure that you fully understand and comply with the organisation’s Data Governance Policies as they relate to your area of responsibility and demonstrate in your day to day work that you treat data as an important corporate asset which must be protected and managed.

Maintain the company’s compliance standards and ensure timely completion of all mandatory on-line training modules and attestations.

• Basic level of understanding of the FCA’s regulatory framework for handling customer complaints and Consumer Duty is essential.
• Basic knowledge of approaches and principles for customer engagement, their responses, knowledge of investigation methods, root cause analysis and resolution of complaints is vital for this role.
• Knowledge of customer vulnerability and how to deal with vulnerable customer is essential
• Basic knowledge of ethical standards, including an understanding of the BCOBS, MCOBS and DISP is desirable

Knowledge of Work Smart Complaints system is desirable.

• Excellent skills in verbal and written communication, active listening, empathy, time management and prioritisation are essential.
• Great investigative, analytical and attention to detail is vital for this role.
• Ability to manage multiple complaint caseloads, take ownership and accountability to resolve/escalate complaints within the regulatory time period.
• Effective decision making, persuasive and negotiation skill to ensure a fair outcome for the customer keeping consumer duty in mind.
• Good IT skills in use of Microsoft Word/Excel/Internet is essential

Great team player with a positive outlook, builds and maintains effective relationships with vital stakeholders and the wider team.