RBI Complaint Management

Airtel Payments Bank; Gurugram District; On-site; INR 350,000 - 520,000; Full time

Job summary

Airtel Payments Bank is seeking a dedicated professional to manage end-to-end complaint resolution across RBI escalation channels and online portals in Gurugram. The role involves engaging with RBI offices, ensuring regulatory compliance, and meeting timeline targets.

The candidate should be proficient in data analysis, dashboard publishing, and handling complex customer issues, with willingness to travel and extend work hours when required.

Qualifications

• Excellent communication and email drafting abilities.
• Ability to analyze complaints and data for patterns and trends.
• Strong conflict management and situational handling skills.

Responsibilities

• Handle and end-to-end resolve complaints via RBI, PNO, Nodal officer and online portals.
• Interact with regional RBI offices such as CEPC and Banking Ombudsman.
• Ensure compliance adherence and TAT targets while monitoring SLAs.
• Publish performance dashboards and conduct business reviews to track trends.
• Travel as needed and be open to extended hours to meet regulator timelines.

Skills

Communication skills

Email drafting

Conflict management

Situational handling

Data analysis

Regulatory awareness (RBI/KYC)

Job description

1. Responsible for handling and end to end resolution of complaints received on Escalation channels like RBI, PNO, Nodal officer and online grievance portals
2. Interact and engage with assigned regional RBI offices i.e. CEPC and Banking Ombudsman offices
3. Compliance Adherence
4. TAT Adherence
5. Performance Dashboards
6. Service Level Management
7. Control Repeat complaints and contacts
8. Quality of resolution
9. Data Analysis and Publishing performance dashboards
10. Business Reviews
11. Compliance Monitoring
12. Candidate must be open to work in extended hours to meet the timelines of regulator.
13. Willing to travel and sometime he/she will have to travel on weekly off as well.
14. Must be well versed with RBI circulars specifically Integrated BO scheme and other relevant circular pertaining to customer service and KYC.
15. Must be able to analysis/investigate on fraud/Risk related scenarios.
16. Must have good communication and email drafting skill.
17. Also candidate shall possess situation handling and conflict management skill