Grievance Officer – Lending Business

Job description

Key Responsibilities:

1. 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.




2. 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.




3. 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.




4. 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.




5. 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.




6. 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:

• Bachelor’s
  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.