Experience required: 3-6 Yrs
Skills: Compliance, IRDA, Legal Compliance, Regulatory Compliance, Legal, Regulatory

Role Summary:

We are seeking an experienced and empathetic Senior Grievance Redressal Officer who will be responsible for managing and resolving customer complaints, queries, and escalations within stipulated regulatory timelines. This role involves ensuring compliance with RBI guidelines and internal policies, conducting investigations and root cause analysis, coordinating with internal departments, while maintaining professionalism in all customer interactions.

The ideal candidate will have strong knowledge of grievance handling and the regulatory environment for NBFCs, sound judgement in handling escalations, proven team-handling experience, and a proactive approach to driving continuous improvement in grievance handling processes.

Requirements:

Bachelors degree or higher in Law or related field (MBA or postgraduate qualification preferred)
Certifications in Customer Service, Compliance, or Banking Operations will be an added advantage
3-6 years of experience in grievance redressal, customer complaint management, compliance, or operations
Minimum 2 years of experience in a supervisory or team handling role
Experience in NBFC, banking, fintech, or lending environments (personal loans, microfinance, consumer lending) preferred
Sound working knowledge of RBI regulations, including the Fair Practices Code and the grievance redressal mechanism
Strong written and verbal communication and negotiation skills
Strong investigation, root cause analysis, documentation, and analytical skills
Sound decision-making, problem-solving, and conflict resolution skills
Leadership skills, with the ability to mentor and train team members
Ability to maintain confidentiality and professionalism
Proficiency in MS Office, CRM, case management tools, and MIS reporting
English speaker

Responsibilities:

Receive, document, and investigate escalated customer grievances
Manage interaction with customers regarding grievance-related matters
Manage internal dispute resolution processes concerning customer grievances
Ensure timely and fair resolution of complaints in line with company policies and regulatory requirements
Coordinate with relevant departments to obtain information and support resolution of issues
Conduct root cause analysis and recommend corrective and preventive actions
Ensure implementation of grievance redressal procedures in compliance with applicable laws and internal policies
Maintain accurate records of all grievance cases and resolutions
Track trends and escalate systemic issues to the Grievance Redressal Officer
Drive initiatives aimed at improving overall customer experience and share customer feedback with internal stakeholders

We Offer

Work environment that provides many opportunities for professional and personal development
Convenient office location in Andheri East, Mumbai
Competitive compensation
Young and friendly team with very frequent interactions
Exciting international environment in rapid growth phase
Fast career progression possible

Role: Subject Matter Expert
Industry Type: NBFC (Micro Finance)
Department: Customer Success, Service & Operations
Employment Type: Full Time, Permanent
Role Category: Operations
Education
UG: Any Graduate