Position: Assistant Manager / Manager – Nodal Officer

Department: Customer Service

Industry: NBFC / Financial Services (Lending)

Location: Gurugram

Job Purpose

We are looking for an experienced Nodal Officer to manage customer grievances and regulatory escalations, with a strong focus on RBI CMS complaints. The candidate should have prior experience in an NBFC and be well-versed in RBI grievance redressal guidelines.

Key Responsibilities

Handle end-to-end customer complaints received through RBI CMS Portal, email, and other escalation channels.

Investigate complaints and submit timely, accurate responses on the RBI CMS Portal.

Ensure compliance with RBI grievance redressal guidelines and TATs.

Coordinate with internal teams for complaint resolution and closure.

Maintain complaint trackers, MIS, and escalation reports.





Conduct root cause analysis and recommend process improvements.

Present complaint trends and updates to management.

Qualifications

Graduate/Post Graduate in any discipline.

Experience

7+ years of experience in Customer Service/Grievance Redressal in an NBFC.

Hands-on experience with the RBI CMS Portal is mandatory.

Prior experience as a Nodal Officer/Deputy Nodal Officer or handling RBI regulatory escalations is preferred.

Skills

Strong knowledge of RBI grievance redressal processes.

Excellent communication and analytical skills.

Valuable stakeholder management and problem-solving abilities.

Proficiency in MS Excel and MIS reporting.

📌 Nodal Officer (Gurugram)
🏢 Arthmate
📍 Gurugram