Complaint Handling
Receive, log, and acknowledge customer complaints (from branch, call center, digital channels, or regulatory bodies).
Investigate issues related to accounts, payments, cards, loans, or digital banking failures.
Service Recovery & Resolution
Coordinate with operations, branches, and product teams to resolve complaints.
Ensure timely closure of cases within defined TAT/SLA (Turnaround Time/Service Level Agreement).
Provide clear and empathetic communication to customers regarding complaint progress.
Regulatory & Escalation Management
Handle escalated cases from Banking Ombudsman / RBI / Escalation Desk.
Ensure responses meet regulatory and internal compliance standards.
Root Cause Analysis & Process Improvement
Identify patterns in recurring complaints.
Recommend process improvements to reduce repeat issues.
Support implementation of corrective measures across teams.
Documentation & Reporting
Maintain accurate records of complaints and resolutions in CRM / complaint tracking systems.
Prepare MIS reports on complaint volumes, SLA adherence, and customer satisfaction trends.
Customer Advocacy
Act as the customer’s voice within the bank.
Balance customer satisfaction with risk/compliance requirements.
Competitive fixed monthly salary
Performance incentives/bonus linked to resolution quality & SLA adherence
Provident Fund (PF), gratuity, and retirement benefits
Overtime / shift allowance (if working in extended hours or escalation desk shifts)
Group health insurance (covers self + dependents)
Life insurance & accidental coverage
Annual health checkups and wellness programs
Paid annual leave, casual leave, and sick leave
Maternity & paternity leave
Public holidays and optional festival holidays
Training on customer grievance redressal, RBI Ombudsman guidelines, banking products
Certifications in service excellence, compliance, and complaint management (sometimes company-sponsored)
Career path opportunities into Senior Service Recovery Officer, Escalation Desk Manager, or Retail Operations Manager
Transport facility in large city hubs
Cafeteria/subsidized meals in corporate offices
Employee Assistance Programs (counseling, mental wellness support)
Discounts on bank products (loans, credit cards, deposits, insurance)
Some banks offer hybrid work / rotational WFH depending on process load
Axis Bank Limited — Company Profile Network & Presence Total Employees: ~104,400 Branches in India: 5,876 ATMs & Cash Recyclers: 13,941 Overseas Offices: 8 Rural / Semi-Urban Branches: ~47% of total branches... Read More