Compliance Officer

Role Summary:

We are seeking an experienced and empathetic Senior Grievance Redressal Officer who will be responsible for managing and resolving customer complaints, queries, and escalations within stipulated regulatory timelines. This role involves ensuring compliance with RBI guidelines and internal policies, conducting investigations and root cause analysis, coordinating with internal departments, while maintaining professionalism in all customer interactions.

The ideal candidate will have strong knowledge of grievance handling and the regulatory environment for NBFCs, sound judgement in handling escalations, proven team-handling experience, and a proactive approach to driving continuous improvement in grievance handling processes.

Requirements:

• Bachelors degree or higher in Law or related field (MBA or postgraduate qualification preferred)
• Certifications in Customer Service, Compliance, or Banking Operations will be an added advantage
• 3-6 years of experience in grievance redressal, customer complaint management, compliance, or operations
• Minimum 2 years of experience in a supervisory or team handling role
• Experience in NBFC, banking, fintech, or lending environments (personal loans, microfinance, consumer lending) preferred
• Sound working knowledge of RBI regulations, including the Fair Practices Code and the grievance redressal mechanism
• Strong written and verbal communication and negotiation skills
• Strong investigation, root cause analysis, documentation, and analytical skills
• Sound decision-making, problem-solving, and conflict resolution skills
• Leadership skills, with the ability to mentor and train team members
• Ability to maintain confidentiality and professionalism
• Proficiency in MS Office, CRM, case management tools, and MIS reporting
• English speaker

Responsibilities:

• Receive, document, and investigate escalated customer grievances
• Manage interaction with customers regarding grievance-related matters
• Manage internal dispute resolution processes concerning customer grievances
• Ensure timely and fair resolution of complaints in line with company policies and regulatory requirements
• Coordinate with relevant departments to obtain information and support resolution of issues
• Conduct root cause analysis and recommend corrective and preventive actions
• Ensure implementation of grievance redressal procedures in compliance with applicable laws and internal policies
• Maintain accurate records of all grievance cases and resolutions
• Track trends and escalate systemic issues to the Grievance Redressal Officer
• Drive initiatives aimed at improving overall customer experience and share customer feedback with internal stakeholders

We Offer

• Work environment that provides many opportunities for professional and personal development
• Convenient office location in Andheri East, Mumbai
• Competitive compensation
• Young and friendly team with very frequent interactions
• Exciting international environment in rapid growth phase
• Fast career progression possible