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.

* Strong 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 (India)
🏢 Abhicash Infotech
📍 India