Here is a job description designed for an NBFC or Digital Lending Fintech.
Job Opening: Grievance Officer
Department: Compliance & Customer Excellence
Employment Type: Full-Time
Location: Mumbai
Experience & Education
Education: Bachelor’s degree in Law (LL.B), Commerce, Business Administration, Finance, or a related discipline.
Role Overview
We are looking for a detail-oriented, regulatory-savvy Grievance Redressal Officer (GRO) / Nodal Officer to lead our customer dispute resolution and regulatory escalation function. In this role, you will act as the single point of contact between our customers, internal operations, and regulatory authorities (such as the Reserve Bank of India). You will ensure all complaints are investigated, resolved within stipulated SLAs, and analyzed to drive systemic operational improvements.
Key Responsibilities
1. Dispute Resolution & Customer Escalations
Investigate, analyze, and resolve escalated customer complaints regarding loan lifecycles, digital lending processes, collections, interest charges, and account closures.
Maintain strict adherence to Turnaround Times (TAT) and internal Service Level Agreements (SLAs).
Serve as the official escalated point of contact for customer complaints that standard support channels cannot resolve.
2. Regulatory Management & Escalations
Manage end-to-end processing for complaints received via regulatory portals, including the RBI Complaint Management System (RBI CMS), Banking Ombudsman, and CPGRAMS.
Draft high-quality, legally sound, and factual responses to regulatory queries and customer notices.
Coordinate with regulatory bodies to ensure full compliance with consumer protection standards.
3. Cross-Functional Root Cause Analysis
Work closely with Legal, Collections, Credit, Tech, and Customer Operations teams to identify the root causes of recurring grievances.
Recommend operational and product adjustments to mitigate recurring issues, particularly around digital lending workflows and collection practices.
4. Reporting, MIS & Regulatory Audits
Maintain comprehensive, audit-ready case files and documentation for all grievances.
Prepare quarterly and annual MIS reports on grievance trends, SLA performance, and resolution status for Senior Management, the Board, and Regulatory Audits.
Ensure prominent display and disclosure of grievance escalation matrices across digital portals, mobile applications, and official documentation as required by law.
Qualification & Skill Requirements
Experience: 3 to 6 years of experience in customer grievance handling, regulatory escalation management, or compliance within an NBFC, Digital Lending Fintech, or Retail Bank.
Core Competencies & Knowledge
Regulatory Expertise: Thorough working knowledge of RBI guidelines on Grievance Redressal, Fair Practices Code (FPC), Digital Lending Guidelines (DLG), and Consumer Protection laws.
Portal Operations: Hands-on experience navigating and managing the RBI CMS portal and CPGRAMS.
Communication: Exceptional written and verbal communication skills, with the ability to draft formal regulatory replies clearly and assertively.
Analytical Skills: Ability to analyze dispute trends, assess operational gaps, and prepare structured reporting for executive leadership.
Problem Solving & Tact: Strong interpersonal skills to navigate delicate collections/loan dispute scenarios with empathy, firmness, and neutrality.
Pay: ₹20,000.00 - ₹35,000.00 per month
Work Location: In person
