Prove that remediation stops repeat customer complaints
Group repeat complaints by product, branch and root cause, and link each cluster to the product, process or technology change meant to remove it. The customer service committee can see whether the same complaints recur after go-live and decide whether each remediation worked.
What this SOP does
The bank clusters repeat complaints by product, branch and root cause, links approved redress to the technology or policy change that prevents recurrence, and gives the customer-service committee evidence of whether each fix worked.
The process is a starting point. The standards are yours.
Configure for the bank or lender’s category, permissions and applicable RBI directions. Outsourcing, customer conduct, recovery and reporting controls use the institution’s approved interpretation and delegated authority.
Industries
Industries