Grievance Officer

Bridgexcel; Kolkata District; On-site; INR 600,000 - 900,000; Full time

Job summary

Bridgexcel in Kolkata is seeking a Grievance Handling Specialist to manage RBI CMS Portal complaints end-to-end. You will draft responses for RBI and regulatory authorities and ensure timely resolution of escalations in line with TAT and SLA.

The role requires 3–6 years of NBFC/bank grievance experience, hands-on RBI CMS Portal skills, and strong written and verbal communication to coordinate with Legal, Compliance, and Customer Support teams.

Qualifications

• Graduate or postgraduate in law, business administration, or a related field.
• 3 to 6 years of grievance handling experience in NBFCs or banks.
• Hands-on experience with RBI CMS Portal (Mandatory).
• Strong knowledge of RBI/NBFC grievance redressal guidelines and compliance.
• Excellent written and verbal communication skills.
• Ability to work with cross-functional teams and handle high-priority escalations.

Responsibilities

• Handle customer grievances via Email, Calls, Legal Notices and RBI CMS Portal.
• Investigate and resolve complaints within defined TAT and SLA.
• Manage end-to-end grievance handling on RBI CMS Portal and draft responses to RBI/regulatory authorities.
• Coordinate with Legal, Compliance, Collections, and Customer Support teams for timely resolution.
• Maintain complaint records, CRM updates, MIS reports, and root cause analysis.
• Ensure compliance with RBI guidelines, internal policies, and regulatory requirements.

Skills

Communication skills

Regulatory knowledge

Grievance handling

Stakeholder coordination

Education

Graduate or Postgraduate in Law / Business Administration

Tools

RBI CMS Portal

Job description

Roles & Responsibilities

• Handle customer grievances received through Email, Calls, Legal Notices, and the RBI CMS Portal.
• Investigate and resolve complaints within defined TAT and SLA.
• Manage end-to-end grievance handling on the RBI CMS Portal and draft responses to RBI/regulatory authorities.
• Coordinate with Legal, Compliance, Collections, and Customer Support teams for timely resolution.
• Maintain complaint records, CRM updates, MIS reports, and root cause analysis.
• Ensure compliance with RBI guidelines, internal policies, and regulatory requirements.
• Support audits, documentation, and grievance process improvements.

Requirements

• Graduate/Postgraduate in Law, Business Administration, or a related field.
• 3 to 6 years of grievance handling experience in NBFCs or Banks.
• Hands-on experience with the RBI Complaint Management System (CMS) Portal (Mandatory).
• Strong knowledge of RBI/NBFC grievance redressal guidelines and compliance.
• Excellent written and verbal communication skills.
• Ability to work with cross-functional teams and handle high-priority escalations.