Analyst, Grievance Redressal Officer, Consumer Banking Group

Overview

Manage and resolve customer escalations and grievances within the Consumer Banking Group, ensuring timely, high-quality resolution across banking and credit card products.

What you'll do

• Oversee and manage all escalated complaints received through Nodal and Presidential escalations, CPGRAM, INGRAM, CMS and other complaint portals, including comprehensive handling of Banking Ombudsman complaints.
• Facilitate complaint resolution within defined Service Level Agreements (SLAs), adhering to professional standards of behavior and conduct.
• Provide appropriate responses based on inquiry type within stipulated response times, and escalate to internal stakeholders as necessary.
• Collaborate with the Customer Experience (CE) team and other internal stakeholders to drive continuous improvement in processes, products and services based on complaint insights.
• Take ownership of KPIs such as First Contact Resolution (FCR), Customer Satisfaction (CSAT), individual productivity and quality processing.
• Conduct thorough Root Cause Analysis (RCA) to identify and address systemic issues and prevent recurrence.
• Analyse complaint data to identify root causes and emerging trends, contributing to reports and insights on complaint inflows and resolution effectiveness.
• Proactively identify opportunities to enhance service performance and contribute to overall complaint management strategies.
• Exemplify DBS's PRIDE values and Asian Service principles, and align with the Joyful Banking strategy through customer journeys and digital banking initiatives.

What you'll need

• Minimum of 3-5 years of experience in handling customer complaints or escalations, specifically within a banking or financial services environment.
• A minimum of a graduate degree.
• Excellent interpersonal and communication skills, both verbal and written, with English mandatory.
• Ability to type at least 50 WPM with 0 errors.
• Outstanding spelling and grammar.
• Exceptional customer service skills, active listening and a professional phone demeanor.
• Strong time management and decision-making skills.
• Ability to multi-task (e.g., handling 3 chats concurrently).
• Proficiency in computing skills, including Microsoft Word and Excel.
• Proven ability to manage relationships with various stakeholders.
• Flexibility to working hours, including rotational shifts, and ability to work under pressure.
• Ability to independently research information via tools and the internet.
• Knowledge of Reputational Risk Management and Internal Control Guidelines.

Nice to have

• Professional certifications or courses.
• Experience with Microsoft tools, data visualization tools (e.g., Tableau, Power BI) and AI tools for understanding complaint trends.
• Good aptitude for and fast adoption of new technology and digital lifestyles.

Details

• Location: Regional Office Mumbai.
• Job: Customer Service.
• Schedule: Regular, with rotational shifts.
• Employment type: Full time.