Grievance Officer – Lending Business

Job description

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Key Responsibilities :

Grievance

Management :

Acknowledge,

investigate, and resolve customer complaints within the prescribed

turnaround time (TAT).

Maintain

a robust grievance redressal system to track, monitor, and close

complaints.

Communicate

resolution outcomes to customers effectively and empathetically.

Regulatory

Compliance :

Ensure

adherence to RBI and other regulatory body guidelines on grievance

redressal and customer interactions.

Regularly

update grievance processes to align with changing regulatory

requirements.

Prepare

periodic reports for regulatory audits and internal reviews.

Customer

Communication :

Act

as the primary point of contact for escalated customer complaints.

Provide

clear, concise, and timely updates to customers on their grievance

status.

Draft

and send professional communication for grievance closures.

Operational

Oversight :

Collaborate

with internal teams such as collections, Risk, FinOps, and customer

service to resolve complaints.

Analyse

complaint trends to identify process gaps and suggest improvements.

Conduct

regular training sessions for teams on grievance handling and customer

interaction best practices.

Documentation

and Reporting :

Maintain

detailed records of all grievances and their resolution.

Generate

monthly / quarterly reports on grievance metrics, including root cause

analysis and resolution rates.

Present

actionable insights to management for policy and process enhancement.

Stakeholder

Collaboration :

Liaise

with legal and compliance teams for complaints involving legal

implications.

Work

closely with partner institutions, if applicable, to address grievances

involving multiple stakeholders.

Qualifications and Skills :

Bachelor’s

degree in business, finance, or a related field.

2-3

years of experience in grievance redressal, customer service, or a related

role within the financial services sector.

In-depth

knowledge of lending operations, regulatory frameworks, and customer

redressal mechanisms.

Strong

problem-solving and decision-making skills with a customer-first mindset.

Excellent

communication skills, both verbal and written.

Proficient

in using grievance management systems and tools.

Ability

to handle sensitive issues with discretion and professionalism.

Key Competencies :

Customer

empathy and conflict resolution skills.

Thorough

understanding of loan products and lending processes.

Ability

to work under pressure and manage multiple grievances simultaneously.

Analytical

mindset to identify trends and implement improvements.