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Grievance Redressal Consultant (NBFCs)

  • Full Time
  •  On-Site - Mumbai Metropolitan Region
  • 6 months
  • Project posted on: 10/11/2025
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Grievance Redressal Consultant (NBFCs)

  • Service Operations and Delivery
  • Frontline customer engagement
  • Customer Experience Management

On-Site - Mumbai Metropolitan Region

Full Time

6 months

 10/11/2025

Assignment Details

Our Client, a provider of comprehensive suite of financial solutions across Loans, Investments, Insurance, and Payments is looking to engage with a Grievance Redressal Consultant. The consultant will be responsible for managing end-to-end customer grievance resolution, including escalations received through regulatory bodies (e.g., RBI, Ombudsman), senior management, and internal teams. 

Key Responsibilities

 

  • Handle customer grievances and escalations received through various channels (email, calls, regulatory portals, etc.).
  • Act as the Nodal Desk point of contact for customer complaints requiring regulatory or senior-level intervention.
  • Ensure grievance closure within the defined Turnaround Time (TAT).
  • Maintain strong adherence to RBI regulatory norms, documentation standards, and compliance requirements.
  • Coordinate with internal stakeholders (operations, legal, customer service) to ensure smooth resolution of cases.
  • Maintain accurate tracking and reporting of escalations and closure status.

Skills Required

  • Experience in grievance handling, customer escalation management, or Nodal Desk operations
  • Strong understanding of RBI regulatory norms and compliance requirements related to complaint resolution
  • Excellent communication and interpersonal skills for handling sensitive escalations professionally
  • Ability to work under pressure and ensure closure within defined TAT / SLA
  • Strong coordination skills to work with multiple internal departments (operations, legal, customer service, etc.)
  • Good documentation, reporting, and MIS tracking skills
  • Problem-solving and root-cause analysis ability to prevent repeat complaints
  • Attention to detail with strong ownership and accountability mindset

About the Client

A financial services company

Industry

NBFC/MFI

Experience Required:

4+ years

Additional Skills:

  • Grievance Redressal
  • Nodal Desk
  • TAT
  • RBI Regulatory Norms

No of open positions:

1

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