01Overview
Roles & Responsibilities
Handle customer grievances received through Email, Calls, Legal Notices, and the RBI CMS Portal.
Investigate and resolve complaints within defined TAT and SLA.
Manage end-to-end grievance handling on the RBI CMS Portal and draft responses to RBI/regulatory authorities.
Coordinate with Legal, Compliance, Collections, and Customer Support teams for timely resolution.
Maintain complaint records, CRM updates, MIS reports, and root cause analysis.
Ensure compliance with RBI guidelines, internal policies, and regulatory requirements.
Support audits, documentation, and grievance process improvements.
Requirements
Graduate/Postgraduate in Law, Business Administration, or a related field.
3 to 6 years of grievance handling experience in NBFCs or Banks.
Hands-on experience with the RBI Complaint Management System (CMS) Portal (Mandatory).
Robust knowledge of RBI/NBFC grievance redressal guidelines and compliance.
Excellent written and verbal communication skills.
Ability to work with cross-functional teams and handle high-priority escalations. .
