Snapmint - Grievance Redressal Officer - NBFC

About Snapmint

Role Summary

Key Responsibilities

• Lead and manage end to end grievance redressal function, ensuring prompt and efficient resolution of customer complaints across all channels. (email, call, social media, in person and regulatory platforms)
• Maintain the grievance redressal mechanism as per RBI guidelines and develop internal SOPs.
• Act as nodal officer for regulatory escalations related to customer complaints
• Ensure resolution of complaints within defined turnaround time (TAT) and track customer satisfaction score (CSAT)
• Liaise with internal departments (e.g., credit, collections, legal, IT) to resolve customer issues.
• Ensure compliance with RBI Fair Practices Code, grievance redressal policies, and other Customer policies
• Supervise the customer support team
• Set performance KPIs for support agents including first contact resolution, CSAT, TAT, etc.
• Design and implement call scripts, FAQs, and training programs.
• Monitor calls and communications for quality assurance.
  

Reporting & Analysis

• Maintain a grievance register and prepare periodic reports for internal and regulatory audit purposes.
• Prepare monthly grievance redressal MIS and dashboards for senior management.
• Track trends and root causes of complaints for continuous improvement.
• Respond to ombudsman, regulator, or legal queries related to customer grievances.
• Identify process gaps leading to customer dissatisfaction and propose corrective actions.
  

Key Qualifications And Experience

• Graduate/Postgraduate in any discipline (preferably MBA/PGDM in Operations or Finance).
• 5-8 years of experience in customer service, preferably in NBFCs, Banks, or FinTech's.
• Strong understanding of NBFC compliance, RBI grievance redressal policies and customer service policies.
  

Skills Required

• Excellent communication and interpersonal skills.
• Proficiency in CRM tools, ticketing systems, and Excel.
• Strong problem-solving and team management capabilities.
• Familiarity with regulatory portals (e.g., RBI CMS, etc.)
• Ability to handle sensitive customer issues with empathy and discretion.
  

Preferred Skills

• Experience in digital lending or fintech NBFCs
• Familiarity with RBI CMS and other redressal portals
• Knowledge of vernacular language is added advantage