Nodal Grievance Officer

Role Summary:

We are seeking a proactive and empathetic Grievance Redressal Executive to manage and resolve customer complaints effectively and in a timely manner. The ideal candidate will serve as the primary point of contact for handling escalated customer grievances through various channels, including regulatory platforms (RBI CMS, SEBI SCORES, CPGRAMS), emails, and social media. The candidate will ensure compliance with internal service level agreements (SLAs), regulatory timelines, and customer satisfaction standards.

Key Responsibilities:

1. Complaint Handling & Resolution:

• Receive, track, investigate, and resolve customer grievances raised through internal and external channels.
• Coordinate with internal departments to gather information and resolve issues efficiently.
• Draft clear, accurate, and timely responses to customers, regulatory authorities, and ombudsman offices.
• Ensure complaints are resolved within stipulated TATs and regulatory guidelines.

2. Regulatory & Compliance Reporting:

• Handle grievances received via RBI CMS, SEBI SCORES, CPGRAMS, and other regulatory portals.
• Maintain updated logs and MIS of complaints and resolutions as per RBI’s Grievance Redressal Mechanism.
• Assist in internal and external audits, compliance reviews, and regulatory inspections.
• Ensure adherence to Master Directions, Fair Practices Code, and grievance redressal framework.

3. Communication & Documentation:

• Prepare well-articulated, professional responses that reflect a customer-centric and compliant tone.
• Document every interaction with customers, maintaining transparency and traceability.
• Maintain templates and SOPs for grievance redressal in line with latest regulatory expectations.

4. Root Cause Analysis & Reporting:

• Analyze complaint trends and identify recurring issues or systemic problems.
• Work with Quality/Operations teams to propose corrective/preventive measures.
• Prepare monthly/quarterly grievance reports for management and board-level review.

5. Escalation Management:

• Handle sensitive or escalated cases (ombudsman references, legal threats, social media escalations).
• Coordinate closely with Legal, Compliance, and Risk teams where necessary.

Key Skills & Competencies:

• Excellent written and verbal communication skills in English.
• Strong understanding of customer service, complaint handling, and grievance redressal protocols
• Knowledge of RBI/SEBI/NBFC regulatory environment preferred
• Ability to remain calm under pressure, empathetic yet assertive
• Attention to detail and strong documentation skills
• Proficiency in Excel, MIS preparation, and CRM/ticketing tools

Qualifications:

• Graduate/Postgraduate in Law, Business Administration, Finance, or related field
• 1–2 years of experience in customer support, grievance redressal, legal coordination, or regulatory complaint handling (preferably in NBFC, fintech, or BFSI sector)

Preferred Experience:

• Experience handling RBI CMS/SEBI SCORES/CPGRAMS complaints
• Exposure to internal audits or regulatory inspections
• Familiarity with Fair Practices Code and RBI’s Grievance Redressal Mechanism
• Prior experience in handling social media escalations