Regulatory Escalation Officer

About the Role

The Regulatory Escalation Officer at IDFC FIRST Bank within the Grievance Redressal team is tasked with handling and resolving customer complaints that have been escalated by regulatory authorities, senior management, and internal divisions. This position emphasizes compliance with regulatory standards, empathetic customer interaction, and effective collaboration to ensure complaints are addressed promptly and satisfactorily, thereby enhancing customer experience.

Primary Responsibilities

• Efficiently resolve escalated grievances originating from regulators, nodal offices, and internal departments.
• Uphold grievance redressal policies and implement corrective measures when required.
• Perform root cause analysis and develop action plans for complaint resolution.
• Provide clear and complete responses to regulatory questions.
• Maintain service quality and ensure customer satisfaction by empathetic and responsible complaint management.
• Work with internal teams to expedite complaint resolution and minimize escalations.

Secondary Responsibilities

• Identify deficiencies in processes and propose improvements based on root cause analysis.
• Respond to audit and inspection requests related to grievance handling activities.
• Contribute to initiatives aimed at enhancing the bank's brand reputation and customer trust.

Qualifications and Experience

• Graduate degree in any field; postgraduate qualifications are advantageous.
• 2 to 3 years of experience in customer service or grievance handling, ideally within banking or financial services.

Skills and Attributes

• Strong communication skills, both verbal and written.
• Excellent problem-solving and analytical abilities.
• Knowledge of CRM platforms and regulatory compliance requirements.
• Ability to manage multiple tasks, prioritize effectively, and optimize time management.
• Demonstrates empathy, responsibility, and a customer-centric attitude.