Grievance Redressal Officer - (Nodal RBI guidelines)

Experience: 4 to 5 years

Location: Mumbai (Onsite)

Industry Preference: NBFC / FinTech

Company Website: www.fintechcloud.in

Regulatory Complaint Management

• Handle and resolve customer complaints received through regulatory bodies, including the

  RBI Ombudsman

  .
• Prepare detailed case responses and accurately represent the

  regulated entitys position

  .
• Convert

  maintainable complaints into non-maintainable

  through discussions with RBIO to reduce

  regulatory costs

  .
• Ensure issuance of

  NIL Award

  for the regulated entity by maintaining

  high-quality complaint resolution

  .

Internal Coordination & Escalation Handling

• Act as the

  regional point of contact

  for regulatory escalations.
• Coordinate with internal departments to gather information and prepare

  timely, accurate, and compliant responses

  for regulators.

Risk Management & Process Improvement

• Monitor and manage

  operational risks

  associated with regulated entity operations.
• Support

  fraud prevention and mitigation

  initiatives.
• Identify recurring issues and

  root causes

  , driving corrective actions with concerned teams.

Compliance & Reporting

• Maintain

  accurate and detailed records

  of complaints, actions taken, and outcomes.
• Provide

  periodic reports to senior management

  on complaint trends, risk indicators, and regulatory compliance.
• Ensure adherence to the

  Grievance Redressal Policy

  and all applicable regulatory guidelines.
• Stay updated with

  RBI and regulatory changes

  and implement necessary

  process updates

  .

Job Requirements Education & Experience

• Graduate or postgraduate degree preferred in

  Commerce, Finance, Law, or Business Administration

  .
• Certifications in

  banking, compliance, or grievance redressal

  are an added advantage.

Skills & Competencies

• Strong understanding of

  RBI guidelines

  , the

  Banking Ombudsman Scheme

  , and regulatory complaint-handling frameworks.
• Excellent

  communication and drafting skills

  to professionally present the regulated entitys position.