Customer Complaint Engineer

Key Responsibilities

• Receive and log customer complaints from branches, email, phone, and regulatory portals.
• Investigate issues and coordinate with internal departments to achieve timely resolution within SLAs.
• Draft clear, professional, and empathetic customer communication emails regarding complaint acknowledgement, updates, and resolution.
• Ensure all written communication adheres to bank templates, tone guidelines, and regulatory requirements.
  
• Handle escalations and regulatory complaints (e.g., Ombudsman, Central Bank).
• Maintain detailed and audit-ready documentation on all complaints and communication.
• Analyze recurring issues and provide insights for service or process improvements.
• Prepare and submit periodic complaint MIS reports and dashboards.

Required Skills & Competencies

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• Excellent email drafting and written communication skills.
• Strong customer-handling skills with an empathetic approach.
• Good understanding of banking products, services, and processes.
• Knowledge of regulatory guidelines on customer grievances.
• Analytical mindset with proficiency in Excel/MIS tools.
• High attention to detail and time management.