Executive - Grievance Management

Snapmint; Mumbai; On-site; INR 400,000 - 700,000; Full time

Job summary

Snapmint is seeking an Executive – Grievance Management to support end-to-end complaint handling, maintain accurate records, and coordinate with internal teams for timely resolution. The role emphasizes attention to detail, regulatory adherence, and customer-focused communication.

Based in Mumbai, you will monitor channels, escalate aging cases, and contribute to daily MIS and dashboards to drive service quality in our fintech platform.

Qualifications

• Bachelor's degree in commerce, business administration, finance, or related field.
• Experience in customer service, complaint handling, or grievance management in fintech/NBFC/e-commerce.
• Familiarity with Kapture and complaint management processes.

Responsibilities

• Monitor and acknowledge incoming customer complaints via email, CRM, support platforms, and regulatory forums.
• Create and maintain complaint records in CRM and grievance systems.
• Send complaint acknowledgments, status updates, and follow-up communications to customers.
• Conduct outbound calls to gather information and support investigation.
• Coordinate with Operations, Collections, Customer Service, Technology, and Business teams to obtain updates.
• Track open cases and ensure timely follow-up with stakeholders for closure.
• Escalate aging cases, delays, and issues to senior team members.
• Maintain complaint trackers and prepare daily MIS reports on volumes, status, and timelines.
• Assist in dashboards and management reports for performance monitoring.
• Ensure documentation of customer interactions, investigations, and resolutions.

Skills

MS Excel

Google Sheets

CRM tools

Verbal and written communication

Attention to detail

Coordination and follow-up

Analytical and reporting

Education

Bachelor's degree in Commerce/Business Administration/Finance

Tools

Kapture

CRM tools

Job description

Snapmint is a leading fintech company redefining access to consumer credit in India. With over 10 million customers across 2,200+ cities, our zero-cost EMI platform enables responsible purchases without the need for a credit card across categories like fashion, electronics, and lifestyle. India has over 300 million credit-eligible consumers, yet fewer than 35 million actively use credit cards. Snapmint addresses this gap by offering a trusted, transparent alternative grounded in financial inclusion and ethical lending practices.

Founded in 2017, Snapmint is a profitable, high-growth company doubling year-on-year. Our founding team, alumni of IIT Bombay and ISB, brings deep experience from companies like Oyo, Ola, Maruti Suzuki, and has successfully built and exited ventures in ad-tech, patent analytics, and bank-tech.

We are building the future of responsible consumer finance, simple, transparent, and customer first.

Role Summary

The Executive – Grievance Management will be responsible for supporting the end-to-end complaint handling process by managing customer grievances, maintaining complaint records, coordinating with internal stakeholders, and ensuring timely resolution within defined service levels. The role requires strong attention to detail, effective communication skills, and adherence to regulatory and organizational grievance handling procedures.

Key Responsibilities

Complaint Management

• Monitor and acknowledge incoming customer complaints received through various channels including email, CRM, customer support platforms, and regulatory forums.
• Create, update, and maintain accurate complaint records in CRM and grievance management systems.
• Send complaint acknowledgements, status updates, and follow-up communications to customers as per defined processes.
• Conduct outbound calls to customers to gather information, understand concerns, and support complaint investigation.

Case Coordination & Follow-up

• Coordinate with internal departments such as Operations, Collections, Customer Service, Technology, and Business teams to obtain updates and facilitate complaint resolution.
• Track open cases and ensure timely follow-up with stakeholders for closure.
• Escalate aging cases, delays, and critical issues to senior team members for intervention.

Reporting & Documentation

• Maintain complaint trackers and ensure timely updates of grievance-related data.
• Prepare and update daily MIS reports on complaint volumes, status, and resolution timelines.
• Assist in the preparation of dashboards and management reports for performance monitoring.
• Ensure complete and accurate documentation of customer interactions, investigations, and resolution details.

Compliance & Quality Assurance

• Support the compilation and maintenance of data required for regulatory complaints, audits, and compliance reviews.
• Perform quality checks on complaint records, customer communications, and closure documentation to ensure adherence to internal standards.
• Ensure compliance with grievance redressal policies, regulatory guidelines, and documentation requirements.
• Adhere to defined TATs, service standards, and grievance handling procedures.
• Good verbal and written communication skills.
• Strong customer service orientation and problem-solving ability.
• Attention to detail and accuracy in documentation.
• Effective coordination and follow-up skills.
• Basic analytical and reporting capabilities.
• Proficiency in MS Excel, Google Sheets, and CRM tools.
• Ability to manage multiple cases while meeting deadlines.

Qualifications and Preferred Experience

• Bachelor's Degree in Commerce, Business Administration, Finance, or a related discipline.
• Experience in Customer Service, Complaint Handling, Grievance Management, Banking, NBFC, FinTech, or E-commerce operations.
• Familiarity with Kapture and complaint management processes