Job Description
Job description
Position Overview:
The Grievance Officer is responsible for managing and resolving customer grievances
efficiently and in compliance with regulatory guidelines, specifically for the lending business
and loan service provider operations. This role involves ensuring customer satisfaction,
maintaining transparency, and upholding the organization's reputation by addressing concerns
related to loan disbursal, repayments, collections, and associated services.
Key Responsibilities:
1. Grievance Management:
o Acknowledge, investigate, and resolve customer complaints within the
prescribed turnaround time (TAT).
o Maintain a robust grievance redressal system to track, monitor, and close
complaints.
o Communicate resolution outcomes to customers effectively and
empathetically.
2. Regulatory Compliance:
o Ensure adherenc...