Rajat Arora [email protected]

98735 66771

Principal Nodal Officer

Designation: Principal Nodal Officer (PNO) - Customer Grievance Redressal

Department: Customer Service / Grievance Redressal

Reporting To: Head Operations / Senior Management

Experience: 10–15 years in NBFC/HFC/Banking/Lending

Role Purpose

Responsible for overseeing customer grievance redressal, handling escalated and complex complaints, ensuring timely and fair resolution, and maintaining compliance with applicable regulatory requirements.

Key Responsibilities

- Act as the Principal Nodal Officer and senior escalation point for customer complaints.
- Review, investigate and ensure timely resolution of complex, sensitive and escalated grievances.
- Ensure complaint responses are fact-based, reasoned, customer-focused and supported by appropriate records.
- Ensure eligible complaints are appropriately escalated through the prescribed Internal Ombudsman / regulatory grievance mechanism, wherever applicable.
- Coordinate with Business, Operations, Credit, Collections, Legal, Compliance, Risk, Finance and IT for investigation and resolution.
- Review loan agreements, system records, transaction details and other relevant documents for complaint resolution.
- Drafting customer response and referring to Internal Ombudsman
- Attending complaints receives from regulator & government authorities.
- Monitor complaint TAT, ageing, recurring complaints and regulatory escalations.
- Identify root causes of complaints and recommend corrective/preventive actions and process improvements.




- Prepare complaint MIS and reports for senior management and regulatory requirements.
- Support regulatory audits, inspections and responses relating to customer grievances.
- Preparation on complaints handling to Senior Management, Board and Customer committee.

Product & Lending Knowledge Solid working knowledge and practical experience in:

- Home Loans / Housing Loans
- Loan Against Property (LAP)
- Personal Loans
- SME / Business Loans
- Gold Loans

Should understand the complete loan lifecycle including sanction, disbursement, interest/ROI, EMI, repayment, prepayment/foreclosure, charges, collections, default/NPA and loan closure. Qualification & Experience

- Graduate in any discipline; MBA/Finance/Banking/Law qualification preferred.
- 10–15 years of experience in NBFC/HFC/Banking/Lending.
- Preferably 5+ years of experience in mortgage/Housing Finance/LAP/secured lending.
- Prior experience in grievance redressal, escalation management, regulatory/Ombudsman complaints or customer service preferred.

Key Competencies

- Strong lending and mortgage product knowledge.
- Excellent analytical, investigation and decision-making skills.
- Robust written and verbal communication.
- Ability to handle complex customer escalations independently.
- Good knowledge of regulatory requirements relating to customer grievance redressal.
- Strong stakeholder management and cross-functional coordination.
- High integrity, fairness, confidentiality and customer-centric approach.

📌 Principal Nodal Officer -Customer Grievance Redressal II Gurgaon WFO (Gurugram)
🏢 IHFL
📍 Gurugram