Nodal Grievance Executive

2 weeks ago

Thiruvanmiyur Chennai Tamil Nadu, India Kreon Finnancial Services Limited Full time

**Role Summary**:
**Key Responsibilities**:
**1. Complaint Handling & Resolution**:

- Receive, track, investigate, and resolve customer grievances raised through internal and external channels.
- Coordinate with internal departments to gather information and resolve issues efficiently.
- Draft clear, accurate, and timely responses to customers, regulatory authorities, and ombudsman offices.
- Ensure complaints are resolved within stipulated TATs and regulatory guidelines.

**2. Regulatory & Compliance Reporting**:

- Handle grievances received via RBI CMS, SEBI SCORES, CPGRAMS, and other regulatory portals.
- Maintain updated logs and MIS of complaints and resolutions as per RBI’s Grievance Redressal Mechanism.
- Assist in internal and external audits, compliance reviews, and regulatory inspections.
- Ensure adherence to Master Directions, Fair Practices Code, and grievance redressal framework.

**3. Communication & Documentation**:

- Prepare well-articulated, professional responses that reflect a customer-centric and compliant tone.
- Document every interaction with customers, maintaining transparency and traceability.
- Maintain templates and SOPs for grievance redressal in line with latest regulatory expectations.

**4. Root Cause Analysis & Reporting**:

- Analyze complaint trends and identify recurring issues or systemic problems.
- Work with Quality/Operations teams to propose corrective/preventive measures.
- Prepare monthly/quarterly grievance reports for management and board-level review.

**5. Escalation Management**:

- Handle sensitive or escalated cases (ombudsman references, legal threats, social media escalations).
- Coordinate closely with Legal, Compliance, and Risk teams where necessary.

**Key Skills & Competencies**:

- Excellent written and verbal communication skills in English.
- Strong understanding of customer service, complaint handling, and grievance redressal protocols
- Knowledge of RBI/SEBI/NBFC regulatory environment preferred
- Ability to remain calm under pressure, empathetic yet assertive
- Attention to detail and strong documentation skills
- Proficiency in Excel, MIS preparation, and CRM/ticketing tools

**Qualifications**:

- Graduate/Postgraduate in Law, Business Administration, Finance, or related field
- 1-2 years of experience in customer support, grievance redressal, legal coordination, or regulatory complaint handling (preferably in NBFC, fintech, or BFSI sector)

**Preferred Experience**:

- Experience handling RBI CMS/SEBI SCORES/CPGRAMS complaints
- Exposure to internal audits or regulatory inspections
- Familiarity with Fair Practices Code and RBI’s Grievance Redressal Mechanism

**Job Types**: Full-time, Permanent

Pay: ₹8,730.07 - ₹30,590.36 per month

**Benefits**:

- Provident Fund

Work Location: In person

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