Job Description – Grievance Redressal Officer (GRO)
**Department:** Compliance / Grievance Redressal
**Industry:** NBFC / Digital Lending
**Location:** Noida
**Experience:** 2–5 Years
**Reporting To:** Head – Compliance / Senior Management
Role Overview
Responsible for managing customer grievances and regulatory complaints, ensuring timely resolution in line with RBI guidelines and the company's grievance redressal framework.
Key Responsibilities
* Manage and resolve escalated customer complaints within defined TATs.
* Handle and coordinate **RBI CMS / Ombudsman complaints**, wherever applicable.
* Investigate complaints related to loans, collections, charges, repayments, credit bureau reporting, KYC, digital lending and customer service.
* Coordinate with Operations, Collections, Credit, Technology, Finance, Legal and Compliance teams for resolution.
* Maintain complete complaint records, documentation and audit trails.
* Prepare regular grievance MIS covering complaints, TAT, ageing, escalations and root causes.
* Identify recurring/systemic issues and recommend corrective actions.
* Ensure grievance processes remain aligned with applicable RBI regulations.
* Support internal audits, compliance reviews and regulatory inspections.
* Ensure appropriate and timely customer communication and complaint closure.
Candidate Profile
* Graduate in any discipline; Law/Finance/Banking/Compliance preferred.
* 2–5 years of experience in **NBFC, Banking, Fintech, Digital Lending or Customer Grievance/Compliance**.
* Experience with RBI CMS/Ombudsman complaints preferred.
* Strong communication, investigation, documentation and analytical skills.
* Good knowledge of Excel/MIS and lending processes.
Key KPIs
* Complaint resolution TAT
* Pending/ageing complaints
* RBI/regulatory complaint compliance
* First-time resolution rate
* Repeat complaints
* Root-cause identification
* Quality and accuracy of complaint closure
Pay: ₹25,000.00 - ₹40,000.00 per month
Work Location: In person