Senior Executive-Complaints Management

SBI Payment Services Pvt. Ltd.; Mumbai City; On-site; INR 350,000 - 520,000; Full time

Job summary

SBI Payment Services Pvt. Ltd. is seeking a diligent professional to manage and resolve merchant, circle, and branch complaints, ensuring timely solutions and follow-ups with internal teams. You will attend help desk calls, monitor complaint progress, and maintain MIS reports.

Ideal candidates will have strong Excel and communication skills, with leadership qualities to guide operations teams and improve customer satisfaction.

Qualifications

• Sound knowledge and expertise in handling complaints.
• Merchant acquiring knowledge.
• Good Excel skills.
• Strong communication skills.
• Leadership qualities.

Responsibilities

• Independently handling and monitoring of Merchant/Circle/Branch complaints, provide appropriate solutions and alternatives within the time limits; follow up with Circle/Branch/Internal teams & ensure resolution.
• Attend day to day calls received from internal customers at the help desk for resolving issues, queries/complaints.
• Track the progress of closure of complaints weekly, monthly, quarterly and annually.
• Ability to multi-task, prioritize, and manage time effectively.
• Monitor inbound calls and emails.
• Ensure targeted SLAs are achieved by improvising the workflow and review of the knowledge database.
• Research root cause analysis - identify consumer concerns within complaint and investigate matters impacting Bank operations; consult with stakeholders.
• Update day to day MIS report / Complaints tracker.
• Knowledge & monitoring of reconciliation process of PoS transactions would be an added advantage.

Skills

Complaint handling

Merchant acquiring

Excel skills

Communication skills

Leadership

Job description

Role & responsibilities

• Independently handling & monitoring of Merchant/Circle/Branch complaints, provide appropriate solutions and alternatives within the time limits; follow up with Circle/Branch/Internal teams & ensure resolution.
• To attend day to day calls received from internal customers at the help desk for resolving issues, queries/complaints.
• Track the progress of closure of complaints of weekly, monthly, quarterly and annually.
• Ability to multi-task, prioritize, and manage time effectively.
• Monitor Inbound call and emails.
• Ensure targeted SLAs are achieved by improvising the workflow and review of the knowledge database.
• Research Root Cause Analysis - Thoroughly identify consumer concerns within complaint and individually perform research, root cause and investigation into matters impacting the complaint and Bank operations. Consult with the stakeholders and business partners. Complete root cause analysis into the complaint to identify an appropriate resolution.
• Update day to day MIS report / Complaints tracker.
• Knowledge & monitoring of reconciliation process of PoS transactions, would be an added advantage.

Preferred candidate profile

• Sound knowledge & Expertise in handling Complaint,
• merchant acquiring, good excel skills, communication skills, leadership qualities.
• Improve internal and external customer satisfaction.
• Provide Leadership Directions to the operations associates.