Complaints Associate

What we’re looking for:

We are seeking a skilled and experienced Complaints Associate. The successful candidate will be responsible for ensuring that the Complaints Team resolve all complaints efficiently, effectively, in a timely manner and in accordance with any relevant policies and procedures while providing excellent customer service.

As a Complaint Associate you’ll be expected to:

• Monitor and track complaint resolution metrics to identify areas for improvement and develop action plans to address them.
• Develop and implement policies and procedures for handling complaints in accordance with company guidelines and regulatory requirements.
• Manage escalated complaints and work with other departments to resolve complex issues.
• Investigate and analyse complaints to identify the root cause of the issue.
• Handle/front end all disputes raised by LEA (Law Enforcement Agency) and other statutory authorities, etc., in an effective and efficient manner on a day-to-day basis.
• Liaise with the police and visit police stations as and when required.
• Maintain a repository of the filed police complaints;
• Prepare case summaries, etc.
• Communicate with complainants through various channels such as email or phone to resolve their complaints in a timely and professional manner;
• Ensure adherence to TAT & 100 % responses to all complaints/queries;

What makes you a great fit:

• Excellent communication skills, both verbal and written
• Minimum of 1 year of experience in complaints resolution or related field
• Strong analytical skills and the ability to identify and solve problems efficiently
• Excellent organizational and time management skills
• Ability to handle and prioritize multiple tasks and demands
• Capable of working independently as well as in a team
• Preferably background in legal/ lawyer
• Experience in NBFC/Fintech preferred

What you’ll get in return:

• Competitive salary
• Self & Family Health Insurance
• Term & Life Insurance
• OPD Benefits
• Mental wellbeing through Plumm
• Learning & Development Budget
• 15 days of Privilege leaves
• 12 days of Casual leaves
• 12 days of Sick leaves
• 3 paid days off for volunteering or L&D activities