Grievance Officer – Lending Business
3 days ago
Job description /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Table Normal"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-parent:""; mso-padding-alt:0cm 5.4pt 0cm 5.4pt; mso-para-margin-top:0cm; mso-para-margin-right:0cm; mso-para-margin-bottom:8.0pt; mso-para-margin-left:0cm; line-height:107%; mso-pagination:widow-orphan; font-size:11.0pt; font-family:"Calibri","sans-serif"; mso-ascii-font-family:Calibri; mso-ascii-theme-font:minor-latin; mso-hansi-font-family:Calibri; mso-hansi-theme-font:minor-latin; mso-bidi-font-family:"Times New Roman"; mso-bidi-theme-font:minor-bidi; mso-font-kerning:1.0pt; mso-ligatures:standardcontextual; mso-fareast-language:EN-US;} Key Responsibilities: 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. 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. 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. 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. 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. 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.
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