Nodal Officer - Grievance Flutter Application Position Title Nodal Officer - Grievance Department Customer Support Operations Compliance Location Dwarka Employment Type Full-time Role Overview The Nodal Officer - Grievance is responsible for overseeing managing and resolving user grievances received through the organization s grievance channels including those integrated within the Flutter-based mobile application The officer ensures timely resolution regulatory compliance documentation and coordination with internal teams to maintain high service quality and user satisfaction Key Responsibilities1 Grievance Handling Resolution Serve as the primary point of contact for all escalated user grievances Review and resolve complaints received via the Flutter app email helpline or other channels Ensure complaints are acknowledged assessed and resolved within specified timelines SLA Maintain transparency and provide clear communication to users regarding case status and outcomes 2 Coordination Communication Work closely with technical teams especially Flutter app developers to resolve app-related issues Liaise with customer support product legal and compliance teams for issue escalation and closure Provide feedback to product and development teams regarding recurring user issues or app bugs 3 Compliance Documentation Ensure all grievance processes follow regulatory guidelines RBI DoT consumer protection etc depending on the industry Maintain digital logs case histories and resolution reports in a structured format Prepare weekly monthly grievance reports for management 4 System Monitoring Improvement Monitor grievance patterns on the Flutter application dashboard Identify user experience UX improvements to reduce grievances Recommend updates or features to enhance app stability and user satisfaction 5 Stakeholder Engagement Act as the regulatory contact point for grievance redressal authorities if required Ensure the organization is audit-ready for any compliance or grievance-related inspections Skills Qualifications Required Bachelor s degree in Business Administration IT Communications or related field 2-5 years of experience in grievance handling customer service or compliance roles Robust communication and documentation skills in English Ability to analyze technical user-experience issues and coordinate with app developers Problem-solving mindset with attention to detail Preferred Experience working with mobile apps or digital platforms Understanding of Flutter-based mobile application workflows not mandatory but beneficial Knowledge of regulatory requirements related to grievance handling Key Competencies Customer-centric approach Empathy and patience Strong analytical and coordination skills Time management and adherence to SLAs High integrity and confidentiality Job Type Full-time Pay 20 000 00 - 49 627 42 per month Work Location In person

📌 Nodal Officer (New Delhi)
🏢 Mahashakti Financiers
📍 New Delhi