Analyst, Grievance Redressal Officer, Consumer Banking Group

Overview

Analyst/Complaint Handling Officer for DBS’s Consumer Banking Group, managing escalations and customer grievances to ensure timely, high-quality resolution.

What you'll do

• Oversee escalated complaints from channels such as Nodal/Presidential escalations and complaint portals (including CPGRAM/INGRAM/CMS).
• Handle Banking Ombudsman complaint processing.
• Resolve complaints within defined SLAs and maintain professional conduct.
• Respond to inquiries within stipulated response times and escalate to internal stakeholders for resolution/official communication.
• Collaborate with Customer Experience (CE) and internal teams to improve processes using complaint insights.
• Track KPIs including First Contact Resolution (FCR) and Customer Satisfaction (CSAT).
• Perform root cause analysis (RCA) and analyze complaint data to identify trends and prevent recurrence.

What you'll need

• Minimum 3-5 years of experience handling customer complaints/escalations in banking or financial services.
• Graduate degree required.
• Excellent English communication skills (verbal and written).
• Ability to type at least 50 WPM with 0 errors.
• Strong customer service with active listening and professional phone demeanor.
• Proficiency in Microsoft Word and Excel.
• Knowledge of reputational risk management and internal control guidelines.

Details

• Location: Regional Office Mumbai.
• Employment: Full time.
• Schedule: Regular.