Nodal Officer

Job Description: Nodal Officer – Grievance (Flutter Application)
Position Title: Nodal Officer – Grievance
Department: Customer Support / Operations / Compliance
Location: Dwarka
Employment Type: Full-time

Role Overview

The Nodal Officer – Grievance is responsible for overseeing, managing, and resolving user grievances received through the organization’s grievance channels, including those integrated within the Flutter-based mobile application. The officer ensures timely resolution, regulatory compliance, documentation, and coordination with internal teams to maintain high service quality and user satisfaction.

Key Responsibilities1. Grievance Handling & Resolution

• Serve as the primary point of contact for all escalated user grievances.
• Review and resolve complaints received via the Flutter app, email, helpline, or other channels.
• Ensure complaints are acknowledged, assessed, and resolved within specified timelines (SLA).
• Maintain transparency and provide clear communication to users regarding case status and outcomes.

2. Coordination & Communication

• Work closely with technical teams (especially Flutter app developers) to resolve app-related issues.
• Liaise with customer support, product, legal, and compliance teams for issue escalation and closure.
• Provide feedback to product and development teams regarding recurring user issues or app bugs.

3. Compliance & Documentation

• Ensure all grievance processes follow regulatory guidelines (RBI/DoT/consumer protection, etc., depending on the industry).
• Maintain digital logs, case histories, and resolution reports in a structured format.
• Prepare weekly/monthly grievance reports for management.

4. System Monitoring & Improvement

• Monitor grievance patterns on the Flutter application dashboard.
• Identify user experience (UX) improvements to reduce grievances.
• Recommend updates or features to enhance app stability and user satisfaction.

5. Stakeholder Engagement

• Act as the regulatory contact point for grievance redressal authorities, if required.
• Ensure the organization is audit-ready for any compliance or grievance-related inspections.

Skills & Qualifications Required

• Bachelor’s degree in Business Administration, IT, Communications, or related field.
• 2–5 years of experience in grievance handling, customer service, or compliance roles.
• Strong communication and documentation skills in English.
• Ability to analyze technical/user-experience issues and coordinate with app developers.
• Problem-solving mindset with attention to detail.

Preferred

• Experience working with mobile apps or digital platforms.
• Understanding of Flutter-based mobile application workflows (not mandatory but beneficial).
• Knowledge of regulatory requirements related to grievance handling.

Key Competencies

• Customer-centric approach
• Empathy and patience
• Strong analytical and coordination skills
• Time management and adherence to SLAs
• High integrity and confidentiality

Job Type: Full-time

Pay: ₹20,000.00 - ₹49,627.42 per month

Work Location: In person