Job Purpose
To refer the Allegation rejected case to the Internal Ombudsman team in respect of case work activities by preparing synopsis of the customer complaints / Allegation , working on process improvement etc
Duties and Responsibilities
• Analyze the complaints & escalations on receipt and review details in relation to casework quality and assessing submissions to the Internal Ombudsman office. • Ensuring the cases are presented to the Internal Ombudsman office in the agreed format with all supporting documents and related information. • Liaison with the Service team, Business team to ensure required case level details are shared with the Internal Ombudsman team in a timebound manner. • Produce or amend submissions where appropriate. • Prepare case level synopsis and work on recommendations for actions to be taken. • Give information and advice to customer service staff / teams to clarify issues for presentation to the Ombudsman office and to share learning across the Office. • Tracking of recommendations received from Internal Ombudsman and implementation. • IO reviewer / referral queue management and referral tracking for TAT, closure etc. • Preparation of various presentation for reviews.
Key Decisions / Dimensions
Following decisions are taken by the role: ? Ascertain the resolution offer to the customer is rightful and covering all concerns. ? Review tagging correctness (enquiry/request/complaint). ? Proposed for reparation as applicable. ? Supporting documents which are required for submission. ? Case level discussion with Internal Ombudsman to review verdict. ? Process related changes/enhancement basis IO recommendation.|? In a monthly 4000 cases referred to the Internal Ombudsman’s. ? Currently there are 10 officers who are part of Internal Ombudsman Reviewer / referral process. ? Each officer manages 200-250 cases in a month. ? Process improvements to be identified and taken ahead with relevant team for closure.
Major Challenges
? Implementation of recommendation received from Internal Ombudsman liaising with various stakeholder ? Horizontal implementation of any gap identified ? Heavy flow of cases during month end and year end. ? Drawing a balance between company’s business objective and customer centricity.
Required Qualifications and Experience
a) Qualifications ? Graduate in any stream b) Key skills required • Minimum 6-8 years of work experience in operations & service in a finance company or a bank • Team Management Skills, Relationship Management skills, Interpersonal Skills, Analytical & Problem-Solving skills. • Knowledge of service processes • Knowledge of MS office (Excel, Word & PPT) • Good interpersonal skills • Good communication skills • People Management skills
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