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Job Description
About the Role
Are you a problem-solver who thrives under pressure? As a Nodal Escalation Officer at IDFC FIRST Bank, you’ll handle high-priority customer complaints with speed, empathy, and precision. Be the go-to expert for resolution, drive process improvements, and make a real impact on customer trust—all from our Navi Mumbai hub.
Key Responsibilities
- Resolve escalated complaints from Nodal/PNO/CMD desks
- Ensure zero comeback and timely resolution
- Maintain quality in responses and ticket accuracy
- Identify root causes and suggest process fixes
- Collaborate across teams for faster grievance closure
- What We’re Looking For
- Education: Graduate/Postgraduate (any discipline)
- Experience: 2–3 years in customer service or grievance handling
- Skills: Strong communication, product knowledge, decision-making, and empathy
Skills
Escalation ManagementBanking OperationsStakeholder EngagementCustomer ServiceCustomer Experience ManagementDe-escalationEscalations ManagementConflict ResolutionAttention To DetailComplaint ManagementStress ManagementComplaint Resolution ManagementCrisis ManagementData AnalysisPersonal BrandingIf a job posting appears fraudulent, asks for payment, contains misleading information, or violates our guidelines, please report it immediately. Our team will review it promptly, Jobaaj does not charge any fee from the applicants.
About Company
IDFC FIRST Bank, founded in 2018, is headquartered in Mumbai, Maharashtra, India and operates in Banking and Financial Services. It operates as banking under public ownership.
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