Legal Compliance Officer

Role Objective:

To ensure compliance with regulatory and law enforcement requirements by efficiently managing

frameworks related to complaint resolution, law enforcement communication, and grievance

redressal in accordance with RBI guidelines and internal standards.

Key Responsibilities:

1. RBI Complaint Management Framework

 Oversee and ensure timely closure of complaints received via RBI CMS portal.

 Submit initial responses within 3 working days and ensure final resolution within defined

timelines.

 Review and vet responses for accuracy, completeness, and adherence to policy.

 Track performance against defined metrics like single reply closures and response time SLAs.

2. Law Enforcement Agencies (LEA) Complaint Handling

 Implement and maintain a robust mechanism for handling LEA requests and advisories.

 Maintain a complete database of all LEA complaints with detailed records.

 Ensure all responses are timely, accurate, and compliant with legal requirements.

3. Customer Experience & Grievance Redressal Oversight

 Organize and conduct regular meetings of the Customer Grievance Redressal Committee.

 Collaborate with internal stakeholders to ensure seamless complaint resolution across

departments.

4. Credit Bureau Liaison

 Handle communication with Credit Bureaus for consumer grievance redressal.

 Monitor and resolve disputes while maintaining proper documentation and follow-up.

Qualifications & Skills:

 Bachelor’s degree in Law or related field; BCom, BBA, MBA professional certifications

preferred.

 3–5 years of experience in a Compliance, Customer Services handling RBI Ombudsman

Complaints.

 NBFC and Banks.

 Knowledge of RBI regulations with respect to grievance redressal mechanisms and very good

understanding of the Financial Industry and Customer Services Framework.

 Excellent communication, stakeholder management, and documentation skills.