Grievance Officer

Role Overview

The Grievance Officer will be responsible for handling customer complaints and ensuring timely resolution in compliance with regulatory guidelines, including those prescribed by the Reserve Bank of India (RBI). The role focuses on maintaining high standards of customer satisfaction while ensuring adherence to internal policies and legal frameworks.

Key Responsibilities

• Act as the primary point of contact for customer grievances and escalations.
• Ensure complaints are acknowledged and resolved within defined TAT as per RBI guidelines.
• Maintain a structured grievance redressal mechanism in line with regulatory requirements.
• Monitor and track all complaints received via multiple channels (email, calls, social media, etc.).
• Conduct root cause analysis of recurring issues and recommend corrective actions.
• Liaise with internal departments (collections, operations, legal, customer care) for resolution.
• Ensure proper documentation and record-keeping of all grievances.
• Prepare and present MIS reports on complaint trends, escalations, and resolution timelines.
• Handle escalations from regulatory bodies, including RBI Ombudsman cases.
• Ensure display and communication of grievance redressal policy across customer touchpoints.
• Regulatory & Compliance Responsibilities
• Ensure compliance with RBI Fair Practices Code and Grievance Redressal guidelines.
• Stay updated with circulars and notifications issued by RBI and other regulators.
• Assist in audits and regulatory inspections related to customer grievances.
• Required Qualifications
• Bachelor’s degree in Law, Finance, Business Administration, or related field.
• Minimum 3–6 years of experience in grievance handling / customer service in NBFC, Banking, or Financial Services.
• Strong understanding of RBI regulations and NBFC operations.

Key Skills

• Strong communication and interpersonal skills
• Conflict resolution and problem-solving ability
• Attention to detail and documentation
• Ability to handle high-pressure situations and escalations
• Analytical mindset for identifying complaint trends
• Proficiency in MS Excel and reporting tools
• Preferred Qualifications
• Experience in handling RBI Ombudsman complaints
• Legal or compliance background
• Prior experience in collections or customer service within NBFC
• Key Performance Indicators (KPIs)
• Complaint resolution TAT adherence
• Reduction in repeat complaints
• Customer satisfaction scores (CSAT)
• Number of escalations to RBI / Ombudsman
• Quality and accuracy of reporting