Grivence Redressal Officer

About the role

The Grievance Officer will be responsible for handling customer complaints, ensuring timely resolution, supporting debt recovery operations, and maintaining full compliance with RBI regulations. This role requires strong communication skills, attention to detail, and the ability to manage escalations effectively.

Key Responsibilities

1. Grievance & Complaint Handling

• Act as the primary point of contact for all customer complaints and escalations.
• Investigate issues, coordinate with internal teams, and ensure timely resolution.
• Maintain complaint logs as per RBI guidelines.
• Prepare closure reports and ensure proper documentation.

2. Debt Recovery & Customer Coordination

• Coordinate with collection teams for overdue customers.
• Communicate with customers for repayment reminders, settlement discussions, and dispute clarification.
• Ensure ethical and compliant recovery practices as per RBI Fair Practice Code.
• Track high-risk cases and support skip tracing when required.

3. RBI Compliance & Reporting

• Ensure adherence to RBI Grievance Redressal Mechanisms.
• Prepare periodic grievance reports for internal audits and RBI inspections.
• Update management on regulatory changes impacting customer handling or collections.
• Maintain compliance with Fair Practices Code, KYC norms, and internal SOPs.

4. Internal Coordination & Process Improvement

• Work with operations, collections, credit, and legal teams for complaint closure.
• Highlight recurring issues and suggest process improvements.
• Conduct periodic training for staff on grievance handling and compliance requirements.

Required Skills & Competencies

• Strong communication and negotiation skills.
• Knowledge of RBI NBFC guidelines (Grievance Redressal, Fair Practice Code, Collections Code).
• Ability to manage difficult conversations and resolve escalations calmly.
• Understanding of loan lifecycle, NPA cases, and recovery processes.
• Proficient in MS Excel, CRM, and complaint management systems.
• High integrity, patience, and customer-first mindset.

Qualifications

• Graduate / Postgraduate (Finance, Business, or related field preferred).
• Experience in NBFC, banking, fintech, or collections is an added advantage.

Why Join Us?

Opportunity to work closely with compliance, management, and operations.

High-visibility role impacting customer satisfaction and regulatory alignment.

Professional growth in a fast-paced NBFC environment.