Job Description

Position: Grievance / Escalation Officer

Department: Customer Service / Grievance Redressal

Employment Type: Full-time

Key Responsibilities:

Handle customer grievances and escalations received via email, regulatory portals, or internal references. Coordinate with relevant departments such as Operations, Collections, and Legal for resolution within defined TAT. Maintain and update grievance logs, trackers, and periodic MIS for management reporting. Ensure compliance with RBI guidelines and internal grievance redressal policy. Conduct root-cause analysis of complaints and suggest process improvements.

Candidate Requirements:

Graduate or Postgraduate (preferably in Commerce, Business Administration, or Law). Minimum 2 years of experience in grievance handling or escalation management within an NBFC, Banking, or Fintech setup. Excellent written and verbal communication skills. Strong analytical and coordination abilities. Sound understanding of regulatory norms related to grievance management.
Job Types: Full-time, Permanent

Pay: ?30,000.00 - ?50,000.00 per month

Benefits:

Flexible schedule Health insurance Paid sick time Paid time off Provident Fund
Work Location: In person