Grievance Officer

Job Description

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