Delivering exceptional service through the handling and resolution of complaints, reaching a fair outcome for the complainant in line with RBI Guidelines and Principles Striving to embody a Customer First ethos in all interactions with Cardmembers and Merchants, via phone, email, and letter to repair and strengthen the relationship Compiling accurate and complete case files, showing evidence of systems used during investigation and updating notes within your file to reflect actions/progress of investigation Impartially reviewing all relevant evidence to address all aspects of a complaint, and arriving at the fairest outcome Utilizing a variety of systems and working with other departments and business partners to obtain complete understanding of the circumstances surrounding the complaint in order to reach an appropriate decision Reviewing Terms and Conditions of our Cards, Merchants, Insurance products, marketing offers, promotions, and policies and procedures to determine whether a complaint should be upheld or rejected Articulating the outcome of the investigation to the complainant clearly, fair, and not misleading Working closely with Compliance, GCO and business partners to obtain a resolution on complaints Providing detailed fact-based feedback following our documented feedback process to prevent future complaints Keeping up to date with product, policy and procedural changes affecting your role and potential outcome of complaints Identifying and following documented processes for reporting potential systemic issues in order to prevent future complaints Ensuring your workload is managed effectively, progressing cases simultaneously and reaching out to other departments, in order to obtain swift resolutions. Preferred candidate profile Bachelors degree Not more than 5 years of difference between highest education degree completion date and Joining date Should not have enrolled in any prior Government Apprenticeship programs Strong attention to detail and accuracy Good communication and interpersonal skills A willingness to learn and adapt to new tasks and challenges Ability to maintain confidentiality
