Grievance Redressal Officer

Jai Finance; Bengaluru; On-site; INR 900,000 - 1,500,000; Full time

Job summary

PocketMitra is hiring a Grievance Redressal Officer (GRO) to oversee customer grievances across channels, ensure timely, fair resolutions, and maintain an audit trail as per regulatory requirements.

The GRO will interface with RBI Ombudsman processes, handle escalations, and drive root-cause analysis to improve processes and product fixes. Strong regulatory knowledge and calm, effective communication are essential.

Qualifications

• Strong knowledge of RBI Integrated Ombudsman Scheme 2021 and Fair Practices Code for NBFCs.
• Experience drafting regulatory responses under scrutiny.
• Cold, calm, firm, empathetic phone handling with distressed borrowers.
• Comfortable with data: Excel/Sheets, MIS, and CRM/ticketing tools.
• Ability to say no to customers when company is right and to internal teams when customer is right.

Responsibilities

• Own L2/L3 grievances across calls, email, app, social, RBI CMS portal.
• Lead de-escalation and ensure final response within regulatory timelines.
• Draft defensible replies with supporting evidence and logs.
• Coordinate with Compliance, Legal, and RBI Ombudsman hearings.
• Run weekly grievance reviews with CS leads and train teams on escalation triggers.

Skills

Regulatory knowledge

Regulatory drafting

Empathetic communication

Data literacy

CRM tools

Education

LLB

Compliance certification

IIBF certifications

Tools

Excel/Sheets

MIS reporting

CRM system

Job description

Job Description: Grievance Redressal Officer (GRO)

***MUST HAVE EXPERIENCE IN WORKING AS A GRO IN NBFC/FINTECH INDUSTRY***

Experience

4-6 years, with at least 3 in grievance, complaints, or customer service leadership at an NBFC, bank, or digital lender

Role Purpose

The GRO is the designated officer for customer grievances at PocketMitra. They make sure every complaint is resolved fairly, within regulatory timelines, and with a documented audit trail. Their name and contact details will be published on the website, the app, and the Key Fact Statement (certain, under the Digital Lending Directions). The role is accountable to regulators and senior management for grievance outcomes.

Key Responsibilities

Grievance resolution and de-escalation

• Own L2/L3 grievances across all channels: calls, email, app, social media, and the RBI CMS portal.
• Take inbound grievance calls personally for escalated, sensitive, or repeat cases.
• Prioritise de-escalation: call back aggrieved customers, make fair calls on disputed charges, reversals, and waivers within delegated authority, and close the loop in writing.
• Ensure every complaint gets a final response within 30 days, since unresolved or rejected complaints can then go to the RBI Integrated Ombudsman (certain). Drive an internal target well below that, for example 710 days.

Regulatory and authority interface

• Respond to complaints routed via RBI CMS, the Integrated Ombudsman, RBI Regional Offices, the Sachet portal, consumer forums, the National Consumer Helpline, and police or cyber-cell notices.
• Draft factual, defensible replies with supporting evidence such as call recordings, KFS, sanction letters, repayment ledgers, and agent logs.
• Handle credit bureau disputes within bureau timelines, noting the CIC framework's delayed-correction compensation (likely).
• Coordinate with the Principal Nodal Officer, Compliance, and Legal on Ombudsman hearings and awards.

Collections and recovery grievances

• Investigate complaints of harassment, abusive calls, contact with references or third parties, and privacy breaches against in-house or outsourced recovery agents.
• Recommend action against agents and agencies.
• Maintain the agency complaint scorecard shared with Collections and Vendor Management.

Grievances involving partners and technology

• Resolve complaints arising from Lending Service Providers, payment gateways, and app or tech failures, such as failed disbursals, double debits, auto-debit or eNACH issues, and incorrect bureau reporting.
• Coordinate with Tech, Product, Finance, and Credit for fixes.

Coordination with customer support

• Set grievance handling standards for frontline CS: classification, escalation triggers, and scripts.
• Run weekly reviews with CS leads on grievance trends, missed escalations, and quality gaps.
• Train CS on de-escalation, regulatory red flags, and Fair Practices Code obligations.

Records, root-cause analysis, and reporting

• Maintain a complete, audit-ready grievance register covering classification, TAT, resolution, evidence, and closure communication.
• Run root-cause analysis on repeat and high-severity complaint categories, and push process or product fixes with named owners and deadlines.
• Produce monthly MIS and quarterly reports for senior management and the Board or Customer Service Committee, including disclosures for annual reporting where required.
• Support internal audit, RBI inspection, and statutory audit on grievance matters.

Policy

• Keep the Grievance Redressal Policy, escalation matrix, and customer-facing GRO disclosures current as regulations change.
• Align handling of personal-data complaints with DPDP obligations as they phase in (likely).

Must-Have

• Strong working knowledge of: RBI Integrated Ombudsman Scheme 2021, Fair Practices Code for NBFCs, Digital Lending Directions, outsourcing and recovery-agent guidelines, and the CIC dispute framework.
• Proven experience drafting regulatory responses, with writing that holds up under scrutiny.
• Calm, firm, empathetic phone handling with angry and distressed borrowers.
• Comfortable with data: Excel or Google Sheets, MIS, and CRM or ticketing tools.
• Judgement to say no to customers when the company is right, and to say no to internal teams when the customer is right.
• English plus Hindi. A regional language is an advantage.

Good to Have

• Background in digital or short-tenure unsecured personal lending.
• Experience of Ombudsman hearings or RBI inspection.
• LLB, compliance certification, or IIBF certifications.