01Key Responsibilities
Grievance
Management:
Acknowledge,
investigate, and resolve customer complaints within the prescribed
turnaround time (TAT).
Maintain
a robust grievance redressal system to track, monitor, and close
complaints.
Communicate
resolution outcomes to customers effectively and empathetically.
Regulatory
Compliance:
Ensure
adherence to RBI and other regulatory body guidelines on grievance
redressal and customer interactions.
Regularly
update grievance processes to align with changing regulatory
requirements.
Prepare
periodic reports for regulatory audits and internal reviews.
Customer
Communication:
Act
as the primary point of contact for escalated customer complaints.
Provide
clear, concise, and timely updates to customers on their grievance
status.
Draft
and send professional communication for grievance closures.
Operational
Oversight:
Collaborate
with internal teams such as collections, Risk, FinOps, and customer
service to resolve complaints.
Analyse
complaint trends to identify process gaps and suggest improvements.
Conduct
regular training sessions for teams on grievance handling and customer
interaction best practices.
Documentation
and Reporting:
Maintain
detailed records of all grievances and their resolution.
Generate
monthly/quarterly reports on grievance metrics, including root cause
analysis and resolution rates.
Present
actionable insights to management for policy and process enhancement.
Stakeholder
Collaboration:
Liaise
with legal and compliance teams for complaints involving legal
implications.
Work
closely with partner institutions, if applicable, to address grievances
involving multiple stakeholders.
Qualifications and Skills:
Bachelors
degree in business, finance, or a related field.
2-3
years of experience in grievance redressal, customer service, or a related
role within the financial services sector.
In-depth
knowledge of lending operations, regulatory frameworks, and customer
redressal mechanisms.
Strong
problem-solving and decision-making skills with a customer-first mindset.
Excellent
communication skills, both verbal and written.
Proficient
in using grievance management systems and tools.
Ability
to handle sensitive issues with discretion and professionalism.
Key Competencies:
Customer
empathy and conflict resolution skills.
Thorough
understanding of loan products and lending processes.
Ability
to work under pressure and manage multiple grievances simultaneously.
Analytical
mindset to identify trends and implement improvements. .
