Nodal Complaints Officer

Aspire For Her is excited to present the following opportunity with one of our esteemed partners. Please find the details below:

Job Purpose

The primary responsibility of this role is to manage complaints escalated to senior management, social media, the National Consumer Helpline, and designated nodal officers across all lending verticals of ABFL. Key responsibilities include acknowledging and recording receipt of all communications from customers and regulators, adhering to regulatory policies, guidelines, and SLAs, and resolving customer complaints fairly and in the organization's best interest. This role is also accountable for ensuring the FCP list is displayed across all branches and zones and on the company’s website, ensuring CRM usage, disseminating periodic MIS reports to business stakeholders and senior management, and suggesting improvements for process efficiency.

Responsibilities

1. Respond to Customer Complaints

• Adhere to the Grievance Framework designed for the team.
• Resolve and respond to complaints escalated to Senior Management, Regulators, National Consumer Helpline, Nodal Officers, and FRC from RBI.
• Coordinate with various stakeholders to resolve complaints efficiently.
• Document customer complaints in CRM, ensuring fair and efficient execution.
• Provide regular updates to Senior Management and internal stakeholders.
• Ensure end-to-end closure of complaints with zero recurrence.
• Respond to regulator-portal complaints and ensure redressal within timelines.

2. Monitor & Analyze Complaint Types

• Track complaint types, analyze reasons, trends, and share observations.
• Identify gaps based on the nature of complaints received and propose improvements to the Grievance Redressal Head and Service Head.
• Work with stakeholders for process enhancements.

3. Stakeholder Management

• Maintain effective relationships with all stakeholders involved in resolving escalations.
• Engage in process discussions with stakeholders and initiate kaizens and Lean Sigma projects to improve processes, systems, and personnel.
• Coordinate with support functions and external agencies to ensure smooth daily operations.

4. MIS and Dashboard for Senior Management

• Maintain detailed MIS on complaints and escalations.
• Circulate weekly, monthly, and quarterly reports to Senior Management on escalations.
• Keep records of all regulatory escalations and publish reports.
• Assist in data management for audits.

5. Root Cause Analysis of Complaints

• Conduct root cause analysis for complaints received by the Escalation team and share observations with relevant stakeholders in a timely manner.
• Regularly publish erring unit reports and analyze trends to identify potential issues.
• Work with the Grievance Redressal Head and Service Head to address gaps.
• Publish findings and build robust processes to prevent recurrence of issues.
• Identify critical cases with potential financial or reputational impact and develop preventative solutions.

6. Audits

• Maintain data, MIS, and evidence required for audits.
• Participate in statutory, internal, and external audits as needed.