Key Responsibilities
- Manage and resolve customer grievances received through various channels within defined turnaround times (TAT).
- Handle escalated complaints from RBI, Ombudsman, Consumer Forums, and other regulatory authorities.
- Draft and review responses to legal notices, regulatory complaints, and customer escalations.
- Ensure compliance with RBI grievance redressal guidelines and internal policies. Coordinate with cross-functional teams to investigate complaints and implement resolutions.
- Maintain accurate records, documentation, and audit-ready complaint files.
- Analyse complaint trends and identify root causes to recommend corrective and preventive actions.
- Prepare periodic MIS reports, dashboards, and management updates related to grievances and escalations.
- Guide and support the grievance handling team to ensure quality, consistency,
and operational efficiency.
Eligibility Criteria
- 2+ years of relevant experience in grievance handling within NBFC, Banking, Fintech, or Financial Services organizations.
- Mandatory experience in handling legal complaints, regulatory escalations, and customer grievance resolution.
- Experience in digital lending or personal loan operations is preferred.
- Excellent written and verbal communication skills, particularly for formal and legal correspondence.
- Solid understanding of RBI grievance redressal framework and NBFC regulations.
Benefits:
- Food provided
- Paid sick time
- Provident Fund