Job Description – Grievance Redressal Officer (GRO)

Department: Compliance / Grievance Redressal

Industry: NBFC / Digital Lending

Location: Noida

Experience: 2–5 Years

Reporting To: Head – Compliance / Senior Management

Role Overview

Responsible for managing customer grievances and regulatory complaints, ensuring timely resolution in line with RBI guidelines and the company's grievance redressal framework.

Key Responsibilities
Manage and resolve escalated customer complaints within defined TATs.
Handle and coordinate RBI CMS / Ombudsman complaints, wherever applicable.
Investigate complaints related to loans, collections, charges, repayments, credit bureau reporting, KYC, digital lending and customer service.
Coordinate with Operations, Collections, Credit, Technology, Finance, Legal and Compliance teams for resolution.
Maintain complete complaint records, documentation and audit trails.
Prepare regular grievance MIS covering complaints, TAT, ageing, escalations and root causes.
Identify recurring/systemic issues and recommend corrective actions.




Ensure grievance processes remain aligned with applicable RBI regulations.
Support internal audits, compliance reviews and regulatory inspections.
Ensure appropriate and timely customer communication and complaint closure.

Candidate Profile
Graduate in any discipline; Law/Finance/Banking/Compliance preferred.
2–5 years of experience in NBFC, Banking, Fintech, Digital Lending or Customer Grievance/Compliance.
Experience with RBI CMS/Ombudsman complaints preferred.
Robust communication, investigation, documentation and analytical skills.
Positive knowledge of Excel/MIS and lending processes.

Key KPIs
Complaint resolution TAT
Pending/ageing complaints
RBI/regulatory complaint compliance
First-time resolution rate
Repeat complaints
Root-cause identification
Quality and accuracy of complaint closure

Pay: ₹25,000.00 - ₹40,000.00 per month

Work Location: In person

📌 Grievance Redressal Officer Noida
🏢 Abhicash Infotech
📍 Noida