Grievance Redressal

About Snapmint:

Snapmint is a leading fintech company redefining access to consumer credit in India. With over 10 million customers across 2,200+ cities, our zero-cost EMI platform enables responsible purchases without the need for a credit card across categories like fashion, electronics, and lifestyle.India has over 300 million credit-eligible consumers, yet fewer than 35 million actively use credit cards. Snapmint addresses this gap by offering a trusted, transparent alternative grounded in financial inclusion and ethical lending practices.

Founded in 2017, Snapmint is a profitable, high-growth company doubling year-on-year. Our founding team -alumni of IIT Bombay and ISB-brings deep experience from Oyo, Ola, Maruti Suzuki, and prior successful ventures in ad-tech, patent analytics, and bank-tech.We are building the future of responsible consumer finance-simple, transparent, and customer-first.

Responsibilities

Bureau Reporting & Complaint Resolution

• Oversee the Credit Bureau reporting process to ensure accurate and timely submission of customer data to all credit bureaus (CIBIL, Experian, Equifax, CRIF Highmark).
• Analyze and resolve customer complaints related to credit bureau data, including disputes on repayment status, DPD, closures, write-offs, and incorrect account mapping.
• Handle bureau disputes raised via OLM and response uploads within TAT.
• Liaise with bureau partners to ensure proper resolution and confirmation of data rectification.
• Maintain records of bureau dispute cases and implement process improvements to reduce repeat errors.

Regulatory Complaint Handling

• Manage and resolve RBI Ombudsman / CEPC complaints within prescribed timelines.
• Work closely with internal stakeholders for timely data correction and complaint resolution.
• Track closure reports and root-cause analysis (RCA) to prevent recurrence.3) Process Compliance & Reporting
• Ensure end-to-end compliance with RBI NBFC consumer lending regulations, especially around data accuracy, customer communication, and grievance timelines.
• Prepare and maintain MIS and dashboards on complaint volumes, types, TAT adherence, and resolution quality.
• Highlight recurring issues and propose process corrections to reduce grievance inflow and improve customer experience.
• Analyse trends in customer complaints to identify root causes and suggest process improvements.
• Support monthly governance reviews on grievance trends, RCA, and bureau reporting accuracy.
• Assist in internal/external audits related to grievance and bureau processes.

Key Skills & Competencies:

• In-depth knowledge of Credit Bureau processes (CIBIL, Equifax, Experian, CRIF).
• Experience with OLM platforms for bureau dispute management.
• Strong understanding of RBI Ombudsman / CEPC complaint process and timelines.
• Excellent written communication and documentation skills.
• Analytical and problem-solving mindset with attention to detail.
• Familiarity with NBFC consumer lending systems (LOS/LMS) and customer lifecycle.
• Proficient in Excel and MIS reporting.

Qualifications & Experience:

• Experience: 36 years in grievance redressal, credit bureau management, or regulatory complaint handling in an NBFC / Fintech / Consumer Lending company.

Preferred:

• Exposure to customer-facing roles or data correction processes.
• Working knowledge of Fair Practices Code and RBI NBFC grievance policies.

Key Metrics for those who will be onboarded

• Complaint closure within defined TATs.
• Accuracy and timeliness of bureau reporting.
• Zero regulatory escalations or penalties.
• Reduction in repeat complaints.
• Customer satisfaction and quality of RCA

Location: Mumbai