C&S : Team Member : CRS : Customer Ops : Disputes_Card Issuing Grade:Assistant Manager and above Business: RO Department: Clearing & Settlement Sub-Department:CRS Location: Mumbai About Dispute Management Process Axis Bank's (Dispute Management Process): Dispute Management process covers the Customer queries received via CRM Next Application. Our customers approach the front end channels (Phone Banking, Branches, Email teams) with the disputes related to Card (ATM/POS/E-commerce) transactions. The Clearing & Settlement Dispute Management team being responsible for resolution of customer complaints handles the end to end process and ensures to adhere to the regulatory and network guidelines. About the Role 1)Improving Operational Efficiency of handling complaints 2)Complaint Management. 3)Complaint closure Adequacy. 4)TAT Adherence 5)Sustain Risk & Compliance Governance 6)Ensure Audit Effectiveness 7)Office Account Management Key Responsibilities The candidate will be responsible for the following in his/her job role: .Ensure 100% error free processing of ATM,POS & Ecommerce Issuing disputes on all cards on daily basis whereby achieving consistent resolution TAT as per network timelines of 90/120 days. .Ensuring adherence to SOPs / Bank's Policies & ensuring sustenance of processes / controls. .Ensuring compliance to regulatory & statutory guidelines / advisories. .Ensuring to reduce net complaints, by attempting maximum closures within T + 0 / T+1 working days. .Timely and effective response of all audit reports (concurrent, Risk, Internal Audit, FRR & no observations in the RBS audit reports. .Effective management of internal GL accounts and reversal of outstanding entries within the specified TAT's. .Effective process training to staff/ Cross training Qualifications Graduate from any stream Role Proficiencies: For successful execution of the job, a candidate should possess the following: Knowledge .Should have knowledge of basic banking products. .Should have knowledge of Excel, Word, Power point. .Should have Finacle knowledge Skills .Should have good communication and analytical skills. .Having a results oriented attitude with finding the gaps in process and reengineering the process .Strong data handling, interpretive and problem solving skills with the ability to work under pressure and efficiently derive actionable results.