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Grievance Officer Lending Business

2.00 to 4.00 Years   Bangalore   10 Apr, 2025
SANSKAR STAFFING SERVICES
Job LocationBangalore
EducationNot Mentioned
SalaryRs 1.5 - 4.5 Lakh/Yr
IndustryFinancial Services
Functional AreaCorporate Legal DepartmentLegal Support Services
EmploymentTypeFull-time

Job Description

    • Key Responsibilities:1. Grievance Management:o Acknowledge, investigate, and resolve customer complaints within theprescribed turnaround time (TAT).o Maintain a robust grievance redressal system to track, monitor, and closecomplaints.o Communicate resolution outcomes to customers effectively andempathetically.2. Regulatory Compliance:o Ensure adherence to RBI and other regulatory body guidelines on grievanceredressal and customer interactions.o Regularly update grievance processes to align with changing regulatoryrequirements.o Prepare periodic reports for regulatory audits and internal reviews.3. Customer Communication:o Act as the primary point of contact for escalated customer complaints.o Provide clear, concise, and timely updates to customers on their grievancestatus.o Draft and send professional communication for grievance closures.4. Operational Oversight:o Collaborate with internal teams such as collections, Risk, FinOps, andcustomer service to resolve complaints.o Analyse complaint trends to identify process gaps and suggest improvements.o Conduct regular training sessions for teams on grievance handling andcustomer interaction best practices.5. Documentation and Reporting:o Maintain detailed records of all grievances and their resolution.o Generate monthly/quarterly reports on grievance metrics, including root causeanalysis and resolution rates.o Present actionable insights to management for policy and processenhancement.6. Stakeholder Collaboration:o Liaise with legal and compliance teams for complaints involving legalimplications.o Work closely with partner institutions, if applicable, to address grievancesinvolving multiple stakeholders.Qualifications and Skills: Bachelors degree in business, finance, or a related field. 2-3 years of experience in grievance redressal, customer service, or a related rolewithin the financial services sector. In-depth knowledge of lending operations, regulatory frameworks, and customerredressal 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.

Keyskills :
grievance handlinggrievance management

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