Customer Grievance & Support Officer / Manager
Location: Gurgaon
Experience: 2–5 Years
Industry: Fintech / NBFC
Role Overview
We are looking for a Customer Grievance & Support Officer/Manager with strong experience in handling customer grievances within the Fintech or NBFC ecosystem. The ideal candidate should have hands-on experience managing complaints related to LSPs (Loan Service Providers), customer escalations, and regulatory grievance handling while ensuring timely and compliant resolution.
Key Responsibilities
- Handle and resolve customer complaints and grievances efficiently across multiple channels
- Manage end-to-end grievance handling for LSP-related issues
- Ensure compliance with RBI/NBFC regulatory guidelines in grievance resolution
- Maintain proper documentation and tracking of all customer complaints and escalations
- Coordinate with internal teams and external partners (LSPs) for effective issue resolution
- Monitor TATs and ensure complaint closure within defined timelines
- Identify recurring issues and recommend process improvements to enhance customer experience
- Prepare reports and dashboards for grievance trends, escalation analysis, and resolution metrics
- Support customers with query resolution related to loans, repayments, app usage, and service concerns
- Ensure professional and empathetic communication with customers at all times
Requirements
- 2–5 years of experience in Customer Support or Grievance Handling within Fintech/NBFC
- Strong understanding of LSP operations and complaint handling processes
- Familiarity with regulatory grievance frameworks and compliance standards
- Excellent communication, coordination, and problem-solving skills
- Ability to manage high-pressure situations and sensitive customer escalations
- Proficiency in MS Excel, CRM tools, and grievance tracking systems
Preferred Skills
- Experience in handling escalations and regulatory complaints
- Knowledge of RBI guidelines related to digital lending and grievance redressal
- Strong attention to detail, documentation, and compliance processes
- Ability to analyze complaint trends and suggest corrective actions
Pay: ₹20,000.00 - ₹30,000.00 per month
Work Location: In person
