Compliance Officer

As a Customer Grievance Resolution Specialist, you play a crucial role in ensuring effective resolution of customer complaints and grievances in compliance with regulatory requirements. Your primary focus is to maintain a high level of customer satisfaction while upholding the NBFC's commitment to fair practices. Key Responsibilities: - Receive, document, and manage customer complaints and grievances across all communication channels. - Ensure timely acknowledgment and resolution of complaints in adherence to defined timelines and regulatory guidelines. - Maintain grievance redressal logs and generate monthly/quarterly reports for internal review and regulatory submissions. - Collaborate with internal departments to investigate and resolve issues, involving collections, sales, operations, legal, etc. - Monitor and suggest improvements to the NBFC's grievance redressal policy to enhance the overall customer experience. - Serve as the primary escalation point for customers beyond frontline support. - Prepare and submit regular reports to regulatory bodies, such as the RBI Ombudsman, ensuring compliance with relevant regulations. - Conduct root cause analysis for recurring issues and coordinate preventive/corrective actions. - Ensure clear, timely, and professional communication with customers throughout the complaint resolution process. Qualifications and Skills: - Bachelor's degree required; MBA or compliance certification is a plus. - Minimum of 3 years of experience in customer service, grievance redressal, or compliance roles within the financial sector. - Strong knowledge of NBFC operations and regulatory requirements, particularly RBI grievance redressal norms. - Excellent communication and interpersonal skills. - Proficient in MS Office and CRM systems. - Strong problem-solving and conflict resolution abilities.,