Key Responsibilities

1.

Grievance

Redressal &

- Customer Complaints

- Handle customer complaints received through email, customer support channels, and regulatory platforms.

- Investigate and resolve grievances related to loan disbursements, repayments, auto-debits, interest, charges, loan closures, settlements, and credit bureau reporting.

- Ensure timely, accurate, and professional responses to customer complaints.

- Maintain a proper record of complaints, resolutions, supporting documents, and escalation status.

2. RBI &

- Regulatory Complaint Handling

- Handle complaints received through the RBI Complaint Management System (CMS), RBI Integrated Ombudsman Scheme, and other applicable regulatory channels.

- Draft appropriate replies to RBI complaints, providing factual explanations and supporting documents within prescribed timelines.

- Coordinate with internal teams to investigate allegations relating to recovery practices, customer communication, loan documentation, and digital lending operations.

- Track complaint status, response deadlines, escalations, and closure of regulatory observations.

- Assist in maintaining grievance redressal records and preparing reports for management and compliance teams.

3. CRPC / Credit Bureau Complaint Handling

- Handle CRPC-related complaints and escalations, including cases involving credit information companies (CICs) such as TransUnion CIBIL, Experian, Equifax, and CRIF High Mark.

- Investigate disputes concerning incorrect overdue reporting, settled or closed loan accounts, payment updates, duplicate entries, and incorrect Days Past Due (DPD).

- Coordinate with the credit bureau reporting team to validate loan data, reconcile discrepancies, and ensure appropriate corrections wherever required.





- Draft and submit responses on relevant credit bureau dispute resolution portals and maintain supporting evidence.

- Track complaint resolution timelines and ensure proper communication of outcomes to customers and credit bureaus.

4.

Legal

Correspondence &

- Case Management

- Draft replies to legal notices, customer representations, demand notice responses, and other routine legal correspondence.

- Coordinate with external advocates and legal counsel for consumer complaints, recovery-related disputes, police complaints, and litigation matters.

- Assist in preparing case files containing sanction letters, Key Fact Statements (KFS), loan agreements, disbursal letters, repayment statements, and communication records.

- Maintain a case tracker for legal notices, consumer forum matters, police or cybercrime complaints, and other disputes.

- Support the preparation of factual replies and documentation for matters involving law enforcement authorities, where applicable.

5.

Internal

Coordination &

- Compliance

- Coordinate with collections, customer support, operations, accounts, technology, and compliance teams to investigate and resolve complaints.

- Identify recurring complaint patterns and recommend corrective actions to reduce customer grievances.

- Maintain a centralised grievance register and periodic MIS covering complaint volumes, resolution status,



pending cases, and turnaround times.

- Ensure that customer communications are factual, professional, and consistent with applicable RBI requirements, company policies, and fair recovery practices.

- Escalate sensitive, high-risk, or time-critical cases to the Grievance Redressal Officer, Compliance Officer, or management.

Required Skills &

- Qualifications

- Graduate in Law (LL.B.) preferred; graduates with relevant experience in legal operations, grievance redressal, or NBFC compliance may also apply.

- 14 years of relevant experience in an NBFC, bank, fintech lending company, credit bureau, legal firm, or financial services organisation.

- Practical knowledge of RBI grievance redressal requirements, digital lending regulations, fair practices, and customer complaint handling.

- Familiarity with RBI CMS, credit bureau dispute portals, CRPC-related processes, and CIC reporting/dispute resolution.

- Good drafting skills in English, with the ability to prepare clear and evidence-based replies to regulatory and legal complaints.

- Solid follow-up, documentation, case tracking, and coordination skills.

- Working knowledge of MS Excel, Word, email, and complaint management systems.

Preferred Candidate Profile

- Experience handling RBI complaints and credit bureau disputes independently.

- Exposure to short-term personal loans, digital lending platforms, loan settlements, repayment disputes, and credit reporting corrections.

- Ability to manage multiple cases and deadlines without compromising the accuracy of responses.

- A responsible, detail-oriented professional with sound judgement, confidentiality, and a customer-centric approach.

📌 Grievance Redressal & Legal Associate (Pune)
🏢 Mayur Deep Ornaments
📍 Pune