Dikssha Chittkara

Deputy Manager Resolutions @Encore Arc An Encore Capital Group Company

Gurugram, IN

Manages the grievance process to review, investigate, document, process, negotiate, and resolve disputes.• Analyzes customer complaints to determine validity, risk, and cause of the complaint.• Monitor claims and/or calls to ensure policy adherence, regulatory compliance and identify future coaching opportunities.• Audits consultant phone calls, documentation, and interaction records to assure firm’s compliance to industry regulations and standards.• Collaborates with variety of departments including legal, payment operations, IT, and contract maintenance to correct and restore client account to proper status.• Generates error reports to track the source of the error and the affected budget.• Alerts management of errors caused by team members or processes and offers suggestions and solutions to prevent future errors.• Ensure that all regulatory and statutory obligations are met, including accurate and timely processing within the framework of the regulations. • Foster a spirit of teamwork and unity amongst colleagues.• Provide management reporting highlighting team performance and identification of process gaps.• Manage sensitive and escalated complaints ensuring senior managers are briefed where appropriate.• Prepare appropriate responses to complaints received directly from customers or through regulators or bank partners.• Assist in bank partner monitoring.