Employee will be responsible to solve all customer's complaints received from RBI channels such as Banking Ombudsman , CEPC,CEPD and CPGRAMS. Responsible for handling and end to end resolution of complaints received on Escalation channels like RBI, PNO, Nodal officer and online grievance portals Interact and engage with assigned regional RBI offices i.e. CEPC and Banking Ombudsman offices Compliance Adherence TAT Adherence Performance Dashboards Service Level Management Control Repeat complaints and contacts Quality of resolution Data Analysis and Publishing performance dashboards Business Reviews Compliance Monitoring Candidate must be open to work in extended hours to meet the timelines of regulator. Willing to travel and sometime he/she will have to travel on weekly off as well. Must be well versed with RBI circulars specifically Integrated BO scheme and other relevant circular pertaining to customer service and KYC. Must be able to analysis/investigate on fraud/Risk related scenarios. Must have good communication and email drafting skill. Also candidate shall possess situation handling and conflict management skill.