Nodal Officer

1 day ago

Delhi, Delhi, India Mahashakti Financiers Ltd. Full time ₹ 20,000 - ₹ 59,62,742 per year

Job Description: Nodal Officer – Grievance (Flutter Application)

Position Title: Nodal Officer – Grievance

Department: Customer Support / Operations / Compliance

Location: Dwarka

Employment Type: Full-time

Role Overview

The Nodal Officer – Grievance is responsible for overseeing, managing, and resolving user grievances received through the organization's grievance channels, including those integrated within the Flutter-based mobile application. The officer ensures timely resolution, regulatory compliance, documentation, and coordination with internal teams to maintain high service quality and user satisfaction.

Key Responsibilities1. Grievance Handling & Resolution

  • Serve as the primary point of contact for all escalated user grievances.
  • Review and resolve complaints received via the Flutter app, email, helpline, or other channels.
  • Ensure complaints are acknowledged, assessed, and resolved within specified timelines (SLA).
  • Maintain transparency and provide clear communication to users regarding case status and outcomes.

2. Coordination & Communication

  • Work closely with technical teams (especially Flutter app developers) to resolve app-related issues.
  • Liaise with customer support, product, legal, and compliance teams for issue escalation and closure.
  • Provide feedback to product and development teams regarding recurring user issues or app bugs.

3. Compliance & Documentation

  • Ensure all grievance processes follow regulatory guidelines (RBI/DoT/consumer protection, etc., depending on the industry).
  • Maintain digital logs, case histories, and resolution reports in a structured format.
  • Prepare weekly/monthly grievance reports for management.

4. System Monitoring & Improvement

  • Monitor grievance patterns on the Flutter application dashboard.
  • Identify user experience (UX) improvements to reduce grievances.
  • Recommend updates or features to enhance app stability and user satisfaction.

5. Stakeholder Engagement

  • Act as the regulatory contact point for grievance redressal authorities, if required.
  • Ensure the organization is audit-ready for any compliance or grievance-related inspections.

Skills & Qualifications Required

  • Bachelor's degree in Business Administration, IT, Communications, or related field.
  • 2–5 years of experience in grievance handling, customer service, or compliance roles.
  • Strong communication and documentation skills in English.
  • Ability to analyze technical/user-experience issues and coordinate with app developers.
  • Problem-solving mindset with attention to detail.

Preferred

  • Experience working with mobile apps or digital platforms.
  • Understanding of Flutter-based mobile application workflows (not mandatory but beneficial).
  • Knowledge of regulatory requirements related to grievance handling.

Key Competencies

  • Customer-centric approach
  • Empathy and patience
  • Strong analytical and coordination skills
  • Time management and adherence to SLAs
  • High integrity and confidentiality

Job Type: Full-time

Pay: ₹20, ₹49,627.42 per month

Work Location: In person

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