Grievance Officer

Job description

Position Overview:
The Grievance Officer is responsible for managing and resolving customer grievances
efficiently and in compliance with regulatory guidelines, specifically for the lending business
and loan service provider operations. This role involves ensuring customer satisfaction,
maintaining transparency, and upholding the organization's reputation by addressing concerns
related to loan disbursal, repayments, collections, and associated services.

 Key Responsibilities:
1. Grievance Management:
o Acknowledge, investigate, and resolve customer complaints within the
prescribed turnaround time (TAT).
o Maintain a robust grievance redressal system to track, monitor, and close
complaints.
o Communicate resolution outcomes to customers effectively and
empathetically.

 2. Regulatory Compliance:
o Ensure adherence to RBI and other regulatory body guidelines on grievance
redressal and customer interactions.
o Regularly update grievance processes to align with changing regulatory
requirements.
o Prepare periodic reports for regulatory audits and internal reviews.

 3. Customer Communication:
o Act as the primary point of contact for escalated customer complaints.
o Provide clear, concise, and timely updates to customers on their grievance
status.
o Draft and send professional communication for grievance closures.

 4. Operational Oversight:
o Collaborate with internal teams such as collections, Risk, FinOps, and
customer service to resolve complaints.
o Analyse complaint trends to identify process gaps and suggest improvements.
o Conduct regular training sessions for teams on grievance handling and
customer interaction best practices.

 5. Documentation and Reporting:
o Maintain detailed records of all grievances and their resolution.

o Generate monthly/quarterly reports on grievance metrics, including root cause
analysis and resolution rates.
o Present actionable insights to management for policy and process
enhancement.

 6. Stakeholder Collaboration:
o Liaise with legal and compliance teams for complaints involving legal
implications.
o 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.