Grievance Officer

Role Summary:

The Grievance Officer is responsible for overseeing customer grievance redressal processes in compliance with internal policies and regulatory guidelines. This role includes managing complaints received through various channels, including the RBIs Complaint Management System (CMS) portal, ensuring timely resolution, coordinating with internal teams, and maintaining records for audits and regulatory reporting.

Key Responsibilities:

1. Grievance Redressal & Case Management

• Receive, log, investigate, and resolve customer complaints in a timely and professional manner.
• Handle complaints across channels – Email, Calls, Legal Letters.
• Act as the escalation point for unresolved or high-risk customer issues.
• Ensure complaints are addressed within defined TAT (Turn-Around-Time) and SLA (Service-Level Agreement).

2. RBI CMS Portal & Regulatory Platforms

• Manage end-to-end handling of complaints on the RBI Complaint Management System (CMS) portal.
• Draft timely and accurate responses to RBI and other regulators.
• Coordinate with business, legal, and compliance teams to gather data and resolve issues flagged on the CMS portal.
• Ensure adherence to RBI timelines and guidelines in each response.
• Track and analyze trends in regulatory complaints.

3. Documentation & Reporting

• Maintain updated records of complaints, resolutions, escalations, and regulatory replies in CRM.
• Prepare daily/weekly/monthly reports on complaint status, root cause analysis, and pending cases.

4. Policy & Compliance

• Ensure that grievance redressal is in line with RBI and company guidelines.
• Stay updated with regulatory changes and ensure alignment of internal processes.
• Conduct periodic reviews of grievance handling SOPs and recommend improvements.
• Ensure all responses are compliant, customer-centric, and documented.

5. Stakeholder Management

• Liaise with internal departments (collections, legal, customer support, etc.) for case resolution.
• Provide support to the legal team in regulatory and litigation-related matters.
• Coordinate with NBFC partners, LSPs, and other stakeholders for inter-company grievance cases.

Skills & Qualifications:

• Graduate/Postgraduate in Law, Business Administration, or a related field.
• 3–6 years of experience in grievance handling, preferably in NBFCs or banks.
• Strong understanding of RBI/NBFC grievance redressal guidelines and compliance framework.
• Experience with the RBI CMS portal is mandatory.
• Excellent written and verbal communication skills.
• Ability to handle pressure and work with cross-functional teams