Customer Facilitation / Complaint Resolution Officer

1.    The position is responsible to look after customer complaints/Request/Queries and arranges to resolve the same in the pre-defined TAT.

2.    Coordination with the other relevant dept. for resolution of the customer complaints

3.    Calls to customer to satisfying them in relates to customer complaints

4.    Managing Info & Complaints mail Boxes

5.    Arranging the deposit the refund chq and follow-up the customer which necessary

6.    Arranging to reconcile the receipts and payments and arrange to refund if any excess payment

7.    Coordinate with sale team for onward resolution of the complaint and request

8.    Arranging the investigate the policy documents (TCS/Leopard)

9.    Arrange to run, print and dispatch request letters to customer

10.  Arranging to resolve policy online portal issues

11.  Maintaining MIS for complaint letter received & route the same for filling once complaints resolved

12.  Saffron Card deficiency, re-issuance and arrange to resolve the complaint accordingly

13.   Arrangement of the premium deduction based on the customer complaint

14.  Liaison with other dept.