Nodal Complaints officer - Thane Mumbai

Job Description

Hi,We are hiring forNodal Complaints officer for Thane/ Mumbai.Desired candidates:
• Candidates who are working in NBFCs
• The profile required is someone who is part of the Principal Nodal Officer (PNO Team) and is working on RBI escalations, well versed in working on the RBI portal (CMS), RCA, interactions with senior management, RBI officials in Bo office, etc.
• Candidates from outside Mumbai can be considered if they are willing to relocate
Job PurposeThe primary purpose of this role is to manage all complaints escalated to the Senior management, Social media,National Consumer Helpline and the designated nodal officers across all verticals of lending ofthe company.Acknowledge and record receipt of all communication from customers and regulators.Strictly adhere to the regulatory policies, guidelines and SLAs with respect to complaints received at the desk.Keep a Fair approach and resolve customer complaints to his satisfaction and in the interest of the organization;without any prejudice.Accountable for ensuring FCP list is displayed across all branches; across all zones and on the companyswebsite. Ensure CRM usage and periodic MIS dissemination to all business stakeholders and seniormanagement on a regular basis. Prepare and highlight the RCAs of complaints and the observations andsuggest improvement measures for process efficiency. Adhere to and implement the Grievance framework withinthe team and track its effectiveness.Strictly adhere to the Grievance Framework designed for the team.Resolve and respond to customer complaints, escalated to Senior Management, Regulators,National consumer helpline, Nodal officers and FRC from RBI.Liaise with various stakeholders to resolve and respond to customer complaints.Documentation of Customer Complaint which is fairly and efficiently executed in CRMShare regular updates to the SMT and Internal Stakeholders on status of complaints whenrequired.Ensure end to end closure of complaint and zero recurrence.Respond to complaints received on the regulators portal and ensure redressal within timelines.Monitor the types of complaints received and analyze reasons, trends and share observations.Identify gaps basis nature of complaints received, suggest improvement measures to the SH-Grievance Redressal and Service Head and liaise with stake holders for process enhancement.Maintain effective relationships with all internal stakeholders involved in resolving customerescalations.Discuss processes with different stakeholders and take up kaizens and lean sigma projects toplug gaps in processes, systems and people.Effectively liaise with other support functions and external agencies to ensure smoothfunctioning of daily events.Maintain a detailed MIS on complaints and escalationsCirculate weekly, monthly and quarterly MIS to the Senior Management on customerescalations and complaints.Maintain records of all regulatory escalations and publish reports.Assist in maintaining data for audits.Conduct detailed Root Cause analysis for complaints received by the Escalation team andPublish observations in a structured manner to relevant stake holders on a timely manner.Identify process loops and publish erring unit reports regularly.Analyze the trend of information to isolate and identify potential problems by preparingcomparative dashboards and highlight anomalies in the trendsHelp the SH GR and Service Head bridge gaps along with business and other stakeholders.Publish observations and jointly build robust processes based on the findings.Identify critical cases and scenarios which could result in a financial or a reputational impactand build solutions to overcome/prevent future instances.Responsible for maintaining required data/MIS/evidences which may be required during audits.Participate in statutory, internal and external audits when required.

Keyskills :
nodal complaints officerprincipal nodal officerrbi portal