Nodal Escalation Officer

Description

Role/Job Title: Nodal Escalation Officer

Business: Customer Service

Function/ Department: Grievance Redressal

Place of work: Navi Mumbai

Roles & Responsibilities:
'Effective resolution of customer grievances/ escalations referred at NODAL /PNO /CMD desk to ensure zero comeback / further escalations.

TAT adherence for providing resolution

Take quick decision for redressed of complaints.

Need to ensure quality of resolution and reposes.

Ensure capturing of correct details and raising appropriate ticket in the system.

Secondary Responsibilities:
'Identify Erring units Responsible for Escalation , RCA and suggest Process Improvements. Effectively collaborate with internal and external teams/stake holders.

Key Success Metrics:
'Excellent written and spoken communication.

Good understanding of Liabilities/Assets products and processes,

Excellent convincing skills.Ability to manage challenging situations and go the extra mile.