Hiring For Nodal Complaints Officer - Mumbai

Job Description

Job Purpose: Primary responsibility includes managing complaints escalated to Senior Management, social media, National Consumer Helpline, and Nodal Officers across all ABFL lending verticals. Ensure timely acknowledgment, regulatory compliance, and SLA adherence. Maintain a fair, customer-centric approach while protecting organizational interests. Ensure effective CRM usage, regular MIS reporting to stakeholders, and root cause analysis (RCA) of complaints with process improvement suggestions. Implement and monitor the Grievance Redressal Framework within the team for continued effectiveness. Key Responsibility: Respond to customer complaints Strictly adhere to the Grievance Framework designed for the team. Resolve and respond to customer complaints, escalated to Senior Management, Regulators, National consumer helpline, Nodal officers and FRC from RBI. Documentation of Customer Complaint which is fairly and efficiently executed in CRM Ensure end to end closure of complaint and zero recurrence. Respond to complaints received on the regulators portal and ensure redressal within timelines. Monitor & Analyze complaint types Monitor the types of complaints received and analyze reasons, trends and share observations. Identify gaps basis nature of complaints received, suggest improvement measures to the SH- Grievance Redressal and Service Head and liaise with stake holders for process enhancement. Stakeholder Management Maintain effective relationships with all internal stakeholders involved in resolving customer escalations. Effectively liaise with other support functions and external agencies to ensure smooth functioning of daily events. MIS and Dashboard for Senior Management Maintain a detailed MIS on complaints and escalations Circulate weekly, monthly and quarterly MIS to the Senior Management on customer escalations and complaints. Root Cause analysis of complaints received Conduct detailed Root Cause analysis for complaints received by the Escalation team and Publish observations in a structured manner to relevant stake holders on a timely manner. Audits Responsible for maintaining required data/MIS/evidences which may be required during audits. Participate in statutory, internal and external audits when required. Location : Goregaon or Thane (Ghodbunder)