Key Responsibilities:

1. Grievance Management:
• Acknowledge, investigate, and resolve customer complaints within the prescribed turnaround time (TAT).
• Maintain a robust grievance redressal system to track, monitor, and close complaints.
• Communicate resolution outcomes to customers effectively and empathetically.
2. Regulatory Compliance:
• Ensure adherence to RBI and other regulatory body guidelines on grievance redressal and customer interactions.
• Regularly update grievance processes to align with changing regulatory requirements.
• Prepare periodic reports for regulatory audits and internal reviews.
3. Customer Communication:
• Act as the primary point of contact for escalated customer complaints.
• Provide clear, concise, and timely updates to customers on their grievance status.
• Draft and send professional communication for grievance closures.
4. Operational Oversight:
• Collaborate with internal teams such as collections, Risk, FinOps, and customer service to resolve complaints.
• Analyse complaint trends to identify process gaps and suggest improvements.
• Conduct regular training sessions for teams on grievance handling and customer interaction best practices.
5. Documentation and Reporting:
• Maintain detailed records of all grievances and their resolution.
• Generate monthly/quarterly reports on grievance metrics, including root cause analysis and resolution rates.
• Present actionable insights to management for policy and process enhancement.
6. Stakeholder Collaboration:
• Liaise with legal and compliance teams for complaints involving legal implications.
• Work closely with partner institutions, if applicable, to address grievances involving multiple stakeholders.

Qualifications and Skills:

• Bachelor’s degree in business, finance, or a related field.
• 2-3 years of experience in grievance redressal, customer service, or a related role within the financial services sector.
• In-depth knowledge of lending operations, regulatory frameworks, and customer redressal mechanisms.
• Strong problem-solving and decision-making skills with a customer-first mindset.
• Excellent communication skills, both verbal and written.
• Proficient in using grievance management systems and tools.
• Ability to handle sensitive issues with discretion and professionalism.

Key Competencies:

• Customer empathy and conflict resolution skills.
• Thorough understanding of loan products and lending processes.
• Ability to work under pressure and manage multiple grievances simultaneously.
• Analytical mindset to identify trends and implement improvements.