Grievance Redressal Officer

About Snapmint:

Snapmint is a leading fintech company redefining access to consumer credit in India. With over 10 million customers across 2,200+ cities, our zero-cost EMI platform enables responsible purchases without the need for a credit card across categories like fashion, electronics, and lifestyle.

India has over 300 million credit-eligible consumers, yet fewer than 35 million actively use credit cards. Snapmint addresses this gap by offering a trusted, transparent alternative grounded in financial inclusion and ethical lending practices.

Founded in 2017, Snapmint is a profitable, high-growth company doubling year-on-year. Our founding team -alumni of IIT Bombay and ISB-brings deep experience from Oyo, Swiggy, Maruti Suzuki, and prior successful ventures in ad-tech, patent analytics, and bank-tech.

We are building the future of responsible consumer finance-simple, transparent, and customer-first.

Role Summary:

We are seeking a dynamic and customer-centric professional to lead our grievance redressal and customer support function. The ideal candidate will oversee customer complaint resolution, ensure compliance with regulatory guidelines (as applicable), improve service quality, and enhance customer satisfaction across all channels.

Key Responsibilities:

Grievance Redressal & Escalation Handling:

• Lead and manage end to end grievance redressal function, ensuring prompt and efficient resolution of customer complaints across all channels. (email, call, social media, in person and regulatory platforms)

• Maintain the grievance redressal mechanism as per RBI guidelines and develop internal SOPs.

• Act as nodal officer for regulatory escalations related to customer complaints

• Ensure resolution of complaints within defined turnaround time (TAT) and track customer satisfaction score (CSAT)

• Liaise with internal departments (e.g., credit, collections, legal, IT) to resolve customer issues.

• Ensure compliance with RBI Fair Practices Code, grievance redressal policies, and other Customer policies

• Supervise the customer support team

• Set performance KPIs for support agents including first contact resolution, CSAT, TAT, etc.

• Design and implement call scripts, FAQs, and training programs.

• Monitor calls and communications for quality assurance.

Reporting & Analysis:

• Maintain a grievance register and prepare periodic reports for internal and regulatory audit purposes.

• Prepare monthly grievance redressal MIS and dashboards for senior management.

• Track trends and root causes of complaints for continuous improvement.

• Respond to ombudsman, regulator, or legal queries related to customer grievances.

• Identify process gaps leading to customer dissatisfaction and propose corrective actions.

Key Qualifications and Experience:

• Graduate/Postgraduate in any discipline (preferably MBA/PGDM in Operations or Finance).

• 5-8 years of experience in customer service, preferably in NBFCs, Banks, or FinTech's.

• Strong understanding of NBFC compliance, RBI grievance redressal policies and customer service policies.

Skills Required:

• Excellent communication and interpersonal skills.

• Proficiency in CRM tools, ticketing systems, and Excel.

• Strong problem-solving and team management capabilities.

• Familiarity with regulatory portals (e.g., RBI CMS, etc.)

• Ability to handle sensitive customer issues with empathy and discretion.

Preferred Skills:

• Experience in digital lending or fintech NBFCs

• Familiarity with RBI CMS and other redressal portals

• Knowledge of vernacular language is added advantage