Job Title: Customer Grievance Officer
Reports to – Manager CAPL
Location: Airoli – Navi Mumbai
Job Overview: The Grievance Officer is responsible for ensuring effective resolution of customer complaints and grievances, enhancing customer satisfaction, and maintaining the bank's reputation for excellent customer service. This role involves managing and addressing customer concerns in a timely, fair, and transparent manner.
Key Responsibilities:
Grievance Handling:
Receive and log customer complaints and grievances through various channels, such as phone, email, or in-person visits.
Investigate and analyze the root causes of complaints to provide accurate solutions.
Ensure all complaints are handled within the stipulated timeframes and in adherence to the bank's policies and regulations.
Customer Communication:
Maintain clear and open lines of communication with customers throughout the complaint resolution process.
Provide customers with timely updates on the status of their complaints and expected resolution timelines.
Resolution and Mediation:
Mediate between customers and relevant bank departments to ensure fair and satisfactory resolutions.
Collaborate with internal teams to identify solutions that address customer concerns while adhering to the bank's policies.
Documentation and Reporting:
Maintain comprehensive records of customer complaints, investigations, resolutions, and actions taken.
Prepare and present regular reports on grievance trends, resolution effectiveness, and customer satisfaction.
Process Improvement:
Identify recurring customer grievances and contribute to developing strategies to address underlying issues.
Provide insights and recommendations to improve customer experience, policies, and procedures.
Regulatory Compliance:
Ensure that complaint resolution processes align with banking regulations and guidelines.
Stay updated on relevant regulations to ensure compliance and accurate handling of complaints.
Training and Awareness:
Conduct training sessions for bank staff on effective complaint handling and customer communication.
Raise awareness among employees about the importance of customer feedback and grievance resolution.
Requirements
Qualifications and Skills:
Minimum graduate required
Minimum 1 year tenure in Spocto (Customer service, Quality analyst & Customer service background)
Proven experience in customer service, complaint handling, or a similar role within the banking sector.
Strong understanding of banking regulations, policies, and procedures.
Excellent communication and interpersonal skills.
Analytical skills to investigate complaints and identify trends.
Empathy and the ability to handle challenging customer interactions.
Proficiency in using customer relationship management (CRM) systems and banking software.
Attention to detail and ability to maintain accurate records.
Problem-solving skills to identify root causes and develop effective solutions.
Benefits
Want to know more about spocto and its culture?
In this Company, not only are we understanding about customers and the importance of repayment, but we are the first movers when it comes to introducing cutting edge technology to this industry. We have products and features specifically built to help our clients improve their collections efficiency, enhance customer experience and most importantly, bringing perfect compliance in their operations.
Our products:
SMARTRank - An Early Warning System that highlights ‘Value-at-risk’ within portfolio
SMARTCollect - A digital first phygital collections platform powered by AI ML capabilities
KisanPay - An Agri initiative by spocto to bring farmers mainstream through education, context, and the power of linguistics
Bhaasa - A powerful AI conversational bot that is packed with all major languages across 100+ dialects
In Feb 2022, spocto was acquired by Yubi (formerly known as CredAvenue).
About Yubi:
Yubi, formerly known as CredAvenue, is re-defining global debt markets by freeing the flow of finance between borrowers, lenders, and investors. We are the worlds possibility platform for the discovery, investment, fulfilment, and collection of any debt solution. At Yubi, opportunities are plenty and we equip you with tools to seize it. In March 2022, we became India’s fastest fintech and most impactful startup to join the unicorn club with a Series B fundraising round of $137 million. In 2020, we began our journey with a vision of transforming and deepening the global institutional debt market through technology. All 5 of our platforms shake up the traditional debt ecosystem and offer new ways of digital finance.
Yubi Loans – Term loans and working capital solutions for enterprises.
Yubi Invest – Bond issuance and investments for institutional and retail participants
Yubi Pool– End-to-end securitisations and portfolio buyouts.
Yubi Flow – A supply chain platform that offers trade financing solutions.
Yubi Co.Lend – For banks and NBFCs for co-lending partnerships.
Currently, we have onboarded over 4000+ corporates, 350+ investors and have facilitated debt volumes of over INR 40,000 crore. Backed by marquee investors like Insight Partners, B Capital Group, Dragoneer, Sequoia Capital, LightSpeed and Lightrock, we are the only-of-its-kind debt platform globally, revolutionizing the segment. At Yubi, People are at the core of the business and our most valuable assets.
Come, join the club to be a part of our epic growth story.
Skills Required
- Minimum graduate qualification
- Minimum one year of tenure in Spocto
- Experience in customer service, complaint handling, or a similar banking-sector role
- Strong understanding of banking regulations, policies, and procedures
- Excellent communication and interpersonal skills
- Analytical skills for investigating complaints and identifying trends
- Empathy and ability to handle challenging customer interactions
- Proficiency with CRM systems and banking software
- Attention to detail and ability to maintain accurate records
- Problem-solving skills to identify root causes and develop effective solutions
What We Do
Yubi is the world's first possibility platform powering the discovery, investment, fulfilment of credit. We are re-defining global debt markets by freeing the flow of finance between borrowers, lenders, and investors. Yubi stands for ubiquitous, being present wherever our customers need us. From being a disruptor in India’s debt market to marching towards global corporate markets, we will unlock greatness together. We are on a mission to deepen and power the $120 Trillion global enterprise debt market which would unlock a GDP multiplier and thus, create massive economic value. The Yubi product suite is leading the empowerment of small, medium, and large enterprises on one side, and growing a healthy loan book for the larger Banking ecosystem on the other. As a debt platform for enterprises, lenders and investors, we offer the most comprehensive bouquet of debt products. Our suite of product offerings ensures that as a participant in the debt market - you find just what you are looking for! We believe that access to prudent finance is the right of all global citizens and that is what drives all of us here at Yubi. The future of finance starts here, propelled by technology, transparency, and mutual trust.
