Grievance Redressal & Legal Associate

Mayur Deep Ornaments; Pune District; On-site; INR 1,000,000 - 1,600,000; Full time

Job summary

Mayur Deep Ornaments is seeking a qualified professional to manage grievance redressal, RBI regulatory complaints, and credit bureau dispute handling. You will draft responses, coordinate with internal teams, and maintain records to ensure compliance with regulatory requirements.

Responsibilities include legal correspondence support, case tracking, and collaboration with legal counsel to resolve recovery-related disputes while maintaining high standards of accuracy and customer focus.

Qualifications

• Graduate in Law (LL.B.) preferred; relevant experience in grievance redressal or NBFC compliance may apply.
• 14 years of relevant experience in NBFC/bank/fintech lending company, credit bureau, or financial services.
• Practical knowledge of RBI grievance redressal requirements and digital lending regulations.
• Familiarity with RBI CMS and credit bureau dispute portals.
• Strong drafting skills in English for regulatory and legal replies.
• Excellent follow-up, documentation, and case tracking abilities.
• Working knowledge of MS Excel, Word, email, and complaint management systems.

Responsibilities

• Handle customer complaints received via email, support channels, and regulatory platforms.
• Investigate and resolve grievances related to loans, disbursements, repayments, charges, and credit bureau reporting.
• Ensure timely, accurate, and professional responses to complaints and maintain proper records.
• Handle RBI CMS and Ombudsman disputes, drafting replies with factual explanations.
• Coordinate with internal teams to investigate recovery practices, documentation, and digital lending issues.
• Track status, deadlines, escalations, and closure of regulatory observations.
• Maintain grievance registers and MIS on volumes, status, and turnaround times.
• Support legal communications, notices, and coordination with external counsel.

Skills

Grievance redressal

Regulatory compliance

Legal operations

English drafting

Case tracking

Record keeping

Follow-up & coordination

MS Excel & Word

Education

LL.B. degree preferred

Tools

RBI CMS

Credit bureau dispute portals

Job description

Key Responsibilities

1. Grievance Redressal & Customer Complaints

• Handle customer complaints received through email, customer support channels, and regulatory platforms.
• Investigate and resolve grievances related to loan disbursements, repayments, auto-debits, interest, charges, loan closures, settlements, and credit bureau reporting.
• Ensure timely, accurate, and professional responses to customer complaints.
• Maintain a proper record of complaints, resolutions, supporting documents, and escalation status.

2. RBI & Regulatory Complaint Handling

• Handle complaints received through the RBI Complaint Management System (CMS), RBI Integrated Ombudsman Scheme, and other applicable regulatory channels.
• Draft appropriate replies to RBI complaints, providing factual explanations and supporting documents within prescribed timelines.
• Coordinate with internal teams to investigate allegations relating to recovery practices, customer communication, loan documentation, and digital lending operations.
• Track complaint status, response deadlines, escalations, and closure of regulatory observations.
• Assist in maintaining grievance redressal records and preparing reports for management and compliance teams.

3. CRPC / Credit Bureau Complaint Handling

• Handle CRPC-related complaints and escalations, including cases involving credit information companies (CICs) such as TransUnion CIBIL, Experian, Equifax, and CRIF High Mark.
• Investigate disputes concerning incorrect overdue reporting, settled or closed loan accounts, payment updates, duplicate entries, and incorrect Days Past Due (DPD).
• Coordinate with the credit bureau reporting team to validate loan data, reconcile discrepancies, and ensure appropriate corrections wherever required.
• Draft and submit responses on relevant credit bureau dispute resolution portals and maintain supporting evidence.
• Track complaint resolution timelines and ensure proper communication of outcomes to customers and credit bureaus.

4. Legal Correspondence & Case Management

• Draft replies to legal notices, customer representations, demand notice responses, and other routine legal correspondence.
• Coordinate with external advocates and legal counsel for consumer complaints, recovery-related disputes, police complaints, and litigation matters.
• Assist in preparing case files containing sanction letters, Key Fact Statements (KFS), loan agreements, disbursal letters, repayment statements, and communication records.
• Maintain a case tracker for legal notices, consumer forum matters, police or cybercrime complaints, and other disputes.
• Support the preparation of factual replies and documentation for matters involving law enforcement authorities, where applicable.

5. Internal Coordination & Compliance

• Coordinate with collections, customer support, operations, accounts, technology, and compliance teams to investigate and resolve complaints.
• Identify recurring complaint patterns and recommend corrective actions to reduce customer grievances.
• Maintain a centralised grievance register and periodic MIS covering complaint volumes, resolution status, pending cases, and turnaround times.
• Ensure that customer communications are factual, professional, and consistent with applicable RBI requirements, company policies, and fair recovery practices.
• Escalate sensitive, high-risk, or time-critical cases to the Grievance Redressal Officer, Compliance Officer, or management.

Required Skills & Qualifications

• Graduate in Law (LL.B.) preferred; graduates with relevant experience in legal operations, grievance redressal, or NBFC compliance may also apply.
• 14 years of relevant experience in an NBFC, bank, fintech lending company, credit bureau, legal firm, or financial services organisation.
• Practical knowledge of RBI grievance redressal requirements, digital lending regulations, fair practices, and customer complaint handling.
• Familiarity with RBI CMS, credit bureau dispute portals, CRPC-related processes, and CIC reporting/dispute resolution.
• Good drafting skills in English, with the ability to prepare clear and evidence-based replies to regulatory and legal complaints.
• Strong follow-up, documentation, case tracking, and coordination skills.
• Working knowledge of MS Excel, Word, email, and complaint management systems.

Preferred Candidate Profile

• Experience handling RBI complaints and credit bureau disputes independently.
• Exposure to short-term personal loans, digital lending platforms, loan settlements, repayment disputes, and credit reporting corrections.
• Ability to manage multiple cases and deadlines without compromising the accuracy of responses.
• A responsible, detail-oriented professional with sound judgement, confidentiality, and a customer-centric approach.