Manage and resolve customer grievances received through various channels (emails, calls, social media, regulatory bodies). Job Description: Escalation and Compliance Team Member Experience: Minimum 2 years in handling customer escalations, grievances, or compliance-related roles, preferably in the financial services or fintech sector Education: Graduate in any discipline (Law or Commerce background preferred) Certification: Knowledge of regulatory guidelines (RBI, NBFC) and DRA certification is an added advantage Key Responsibilities: Escalation Management: 1. Customer Grievance Handling: Manage and resolve customer grievances received through various channels (emails, calls, social media, regulatory bodies). Ensure timely resolution of Level 1 and Level 2 escalations, adhering to defined TAT (Turnaround Time). Maintain a customer-first approach while resolving escalations to protect the companys reputation. 2. Communication and Collaboration: Coordinate with internal departments (collections, legal, operations) to address customer issues effectively. Provide detailed responses to customers, explaining resolutions and any further actions needed. 3. Root Cause Analysis: Conduct root cause analysis for recurring grievances and suggest corrective measures. Prepare reports highlighting trends in customer complaints and recommend process improvements. Compliance Management: 1. Regulatory Adherence: Ensure all customer communication complies with regulatory guidelines (e.g., RBI). Assist in audits and ensure proper documentation of escalations and resolutions. 2. Policy and Process Implementation: Monitor compliance with company policies and procedures during customer interactions. Assist in developing SOPs for handling escalations and ensuring compliance with legal standards. 3. Documentation and Reporting: Maintain accurate records of escalations, resolutions, and compliance checks. Prepare regular compliance reports for management review. Key Skills and Requirements: Experience: Minimum 2 years in customer escalation handling or compliance roles, preferably in financial services. Education: Graduate in any discipline (Law or Commerce background preferred). Technical Skills: Proficiency in Excel and CRM systems for reporting and case management. Knowledge of legal and regulatory frameworks related to debt collection. Soft Skills: Strong communication and negotiation skills. Ability to handle difficult conversations with professionalism and empathy. Analytical Skills: Detail-oriented with the ability to identify patterns and trends in grievances. Critical thinking to suggest improvements in processes. Work Ethic: Organized, proactive, and focused on timely resolution.