Nodal Officer

Role Overview:

The Nodal Officer serves as the single point of contact between Experian Credit Information Company and the Reserve Bank of India’s Banking Ombudsman. This role is pivotal in ensuring timely, accurate, and high-quality resolution of complaints referred by the Ombudsman, maintaining regulatory compliance, and upholding customer trust.

Key Responsibilities:

1. Complaint Management & Resolution

• Receive, track, and manage complaints forwarded by the RBI Banking Ombudsman.
• Investigate each complaint thoroughly in coordination with internal teams.
• Ensure timely resolution of complaints within the Turnaround Time (TAT) prescribed by RBI.
• Maintain high standards of quality and accuracy in complaint responses.

2. Regulatory Liaison

• Act as the official representative of Experian in all communications with the RBI Ombudsman.
• Furnish required information, documentation, and updates to RBI as per the RBI Ombudsman Scheme.
• Coordinate with the Customer Education and Protection Department (CEPD) of RBI when necessary.

3. Governance & Compliance

• Ensure adherence to RBI’s Ombudsman Scheme for NBFCs and CICs.
• Monitor and report on complaint trends, root causes, and resolution effectiveness.
• Maintain records of all complaints and resolutions for audit and compliance purposes.

4. Stakeholder Coordination

• Liaise with internal departments (Legal, Operations, Technology, Customer Service) to gather inputs and resolve complaints.
• Escalate unresolved or complex issues to senior management with recommendations.

5. Reporting & Documentation

• Prepare periodic reports on complaint status, resolution timelines, and quality metrics.
• Submit required data to RBI and internal stakeholders.
• Ensure all communications are documented and archived securely.

6. Process Improvement

• Identify gaps in complaint handling processes and recommend improvements.
• Contribute to policy updates and training programs to enhance complaint resolution capabilities.

Qualifications & Skills:

• Education: Graduate/Postgraduate in Law, Business Administration, or related field.
• Experience: Minimum 10 years in regulatory compliance, grievance redressal, or financial services.
• Skills:
• Strong understanding of RBI regulations and Ombudsman Scheme.
• Excellent communication and stakeholder management &Analytical thinking and problem-solving.