Kreditbee - Nodal Officer - Customer Grievance/Regulatory LiaisonKreditbee • Bangalore, India
Kreditbee - Nodal Officer - Customer Grievance / Regulatory Liaison
Kreditbee • Bangalore, India
21 days ago
Job descriptionReceive, acknowledge, investigate and close customer complaints raised via digital channels or Ombudsman route. Ensure internal TATs are met and escalate to PNO when cases approach external escalation (e.g., Ombudsman) or involve policy / regulatory risk. Maintain complaint logs / registers and track status of each complaint with root-cause, resolution and preventive actions. Prepare and submit data / documents required by the Ombudsman, including case chronology, internal investigation findings and replies on behalf of the NBFC. (Under the RBI Integrated Ombudsman Scheme / NBFC Ombudsman Scheme) Coordinate with legal, compliance and operations teams for factual inputs, drafts of responses and implementation of Ombudsman awards or directions. Assist the PNO in furnishing periodic reports to RBI / CEPD and ensure details of NO are displayed as mandated. (NBFCs must display PNO / NO details at branches / website) Analyse complaint trends, identify systemic issues (product, process, vendor, collections) and drive improvement actions. Work with operations, technology, collections and audit to ensure corrective and preventive actions (CAPA) are implemented, and re-occurrence is tracked. Maintain dashboards for complaints (volume, category, TAT, award exposure), escalations, Ombudsman interactions, legal risk. Provide monthly / quarterly reports to the PNO / senior management / audit committee. Assist in internal audits or peer reviews of the grievance redressal system. Conduct awareness / trainings for branches, collections, partners on complaint handling, escalation processes and role of Ombudsman schemes. Engage with branch operations, digital support, products, collections and vendor teams to ensure awareness of customergrievance rights, regulatory escalations and internal processes. Experience : 3 - 8 years in NBFC / BFSI operations, customer grievance handling, regulatory or legal liaison. Graduate; Post-graduate in finance / management / law is a plus. Good understanding of NBFC operations, lending, collections, service-quality norms. Familiarity with regulatory grievance frameworks e.g., FPC for NBFCs, Ombudsman scheme. Strong written communication and drafting skills : ability to prepare formal replies, executive summaries, regulatory submissions. Analytical mindset for root-cause analysis and MIS. Stakeholder management : ability to engage across operations, legal, compliance, product Exposure to documentation / submission to Ombudsman or regulatory bodies. Some legal / compliance exposure (drafting, interpreting T&Cs, product fair-practice code). % of complaints closed within internal TAT. Reduction in number of escalations to Ombudsman or award instances. Trend of repeat complaints or re-opens. Number of root-cause actions identified and closed within target time. Quality of submission to Ombudsman / regulator (accuracy, timeliness, completeness). Training reach & stakeholder feedback. Reports directly to PNO; works closely with Compliance, Legal, Audit, Operations, Collections, Product teams. Acts as the first point of liaison in grievance / escalation matters; escalates to PNO for major / regulatory risk cases.
Objective
- To handle end-to-end customer grievances and regulatory escalations under the Reserve Bank of Indias Ombudsman and grievance redressal framework, support the PNO in liaison with the Ombudsman / CEPD and ensure compliance with internal TATs, MIS and governance standards.
Key handling & escalation
Regulatory liaison & submissions
Root-cause analysis & preventive action
Governance, MIS & reporting
Training & stakeholder engagement
Candidate Profile & Skill Set
Educational qualification :
Core competencies :
teams and management.
Tools : Proficiency in Excel, PowerPoint, casemanagement / CRM Prior experience in an NBFCs grievance or regulatory-escalation function.
Performance Metrics / KPIs
Reporting & Relationships
(ref : iimjobs.com)
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Liaison Officer • Bangalore, India
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