Nodal Officer

4 weeks ago


Greater Delhi Area, India Kwan Ventures Full time
About the Role

We are seeking a Nodal Officer to manage and resolve customer grievances as per regulatory guidelines, acting as the primary escalation point for complex cases. This role ensures timely resolution of customer issues, adherence to RBI/NBFC grievance redressal requirements, and effective coordination between customers, internal teams, and regulatory bodies.

Key Responsibilities

- Act as the single point of contact for customer grievances escalated to the Nodal Officer level.
- Ensure compliance with RBI's Integrated Ombudsman Scheme and other NBFC-specific grievance redressal regulations.
- Investigate complaints thoroughly, liaising with internal teams (operations, collections, credit, legal) to ensure factual accuracy and fair resolution.
- Draft and submit timely responses to customers, Ombudsman, and regulatory authorities in a clear, professional manner.
- Maintain and update the Customer Complaint Register and prepare periodic reports for senior management and regulatory audits.
- Monitor complaint trends to identify systemic issues and recommend process improvements to enhance customer experience.
- Provide inputs for customer service policies and training to frontline staff to reduce escalations.
- Support in regulatory inspections, audits, and internal compliance reviews.

Required Qualifications & Skills

- Graduate in any discipline (Master's degree preferred).
- 5–8 years of experience in customer service, grievance redressal, or compliance within NBFC, Banking, or Financial Services.
- Strong knowledge of RBI/NBFC customer grievance guidelines and the Integrated Ombudsman Scheme.
- Excellent communication (written & verbal) and interpersonal skills.
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