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<p style="color: rgb(0, 0, 0); font-family: "Helvetica Neue", Helvetica, Arial, sans-serif;">Job Responsibilities:<br>- Ensure complaints are managed in line with Incident Management Policy and procedures<br>- End to end responsibility of complaint Management: To manage effectively from initial response, investigating, monitoring and finalizing the response.<br>- Monitor the status and progress of complaints throughout the resolution process.<br>- Ensure complaints are addressed in a timely manner and escalate unresolved issues to appropriate levels of management.<br>- Maintain data records and systems for accurate information and timely reporting.<br>- Undertake root cause analysis to identify any systemic areas for improvement</p><p style="color: rgb(0, 0, 0); font-family: "Helvetica Neue", Helvetica, Arial, sans-serif;">Functional Competencies<br>- Proven experience in handling of regulated complaints, as well as regulatory awareness and collections complaint management process experience is essential<br>- Ability to gather, analyse and document evidence to support a well-articulated case decision<br>- Commercial awareness and strong understanding of regulatory processes and decisioning tools<br>- Internal and external stakeholder management through complex processes and various engagement channels - including forums and written communications</p><p style="color: rgb(0, 0, 0); font-family: "Helvetica Neue", Helvetica, Arial, sans-serif;">Attributes we are looking for<br>- Must be MBA/Graduate and above and have at least 5 years; experience in Quality/ Collections grievance redressal.<br>- Experience in New age NBFCs or Banks is mandatory.<br>- Must have thorough understanding of collections methodology<br>- Willingness to open in dynamic environment.</p><div class="content-conclusion" style="margin-bottom: 24px; font-family: "Helvetica Neue", Helvetica, Arial, sans-serif;"><p style="color: rgb(0, 0, 0);"><strong>PhonePe Full Time Employee Benefits (Not applicable for Intern or Contract Roles)</strong></p><ul style="color: rgb(0, 0, 0);"><li style="text-align: left;"><strong>Insurance Benefits - </strong>Medical Insurance, Critical Illness Insurance, Accidental Insurance, Life Insurance</li><li style="text-align: left;"><strong>Wellness Program -</strong> Employee Assistance Program, Onsite Medical Center, Emergency Support System</li><li style="text-align: left;"><strong>Parental Support - </strong>Maternity Benefit, Paternity Benefit Program, Adoption Assistance Program, Day-care Support Program</li><li style="text-align: left;"><strong>Mobility Benefits - </strong>Relocation benefits, Transfer Support Policy, Travel Policy</li><li style="text-align: left;"><strong>Retirement Benefits - </strong>Employee PF Contribution, Flexible PF Contribution, Gratuity, NPS, Leave Encashment </li><li style="text-align: left;"><strong>Other Benefits - </strong>Higher Education Assistance, Car Lease, Salary Advance Policy</li></ul><p style="text-align: left;"><a href="https://boards.greenhouse.io/phonepe/jobs/6096459003" target="_blank" style=""><font color="#000000" style="background-color: rgb(255, 255, 0);"><span style="font-family: "Arial Black";"><u>APPLY FOR JOB</u></span></font></a><br></p></div>
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