Nodal Complaints Officer

PeopleStrong; Mumbai; On-site; INR 350,000 - 520,000; Full time

Job summary

PeopleStrong is seeking a Nodal Complaints Officer in India to manage escalations and grievance handling within the Operations & Customer Service function. The role focuses on addressing customer complaints, ensuring compliant responses, and maintaining robust documentation in the CRM.

You will monitor complaint trends, liaise with internal stakeholders, and support audit activities while upholding integrity and strong ethical standards.

Qualifications

• Customer Service & Relationship Management.
• Communication & Interpersonal Skills.
• Integrity and strong ethical standards.
• Effective communication and reporting.
• Process orientation and innovative mindset.
• Networking and stakeholder management.
• Problem-Solving & Resolution Management.

Responsibilities

• Respond to customer complaints, adhering to the Grievance Framework.
• Resolve and respond to complaints escalated to Senior Management, Regulators, Nodal officers and RBI bodies.
• Document customer complaints clearly in the CRM and ensure end-to-end closure.
• Respond to regulator portals and ensure redressal within timelines.
• Monitor complaint types, trends, and share actionable observations with stakeholders.
• Maintain MIS on complaints/escalations and circulate reports to Senior Management.
• Conduct Root Cause analysis and publish findings to relevant stakeholders.
• Participate in audits when required.

Skills

Manage escalations

Grievance Handling

Education

Under Graduate

Job description

DEPARTMENT-1 Operations-Grievance Redressal

Country India

State Maharashtra

Worksite R-Tech Park Goregaon

Function Services Operations

Skills

Skill

Manage escallations Grievance Handling

Under Graduate

Job Description

Business

Location

Role

Nodal Complaints Officer

Department

Operations & Customer Service

Eligibility Criteria

• Customer Service & Relationship Management
• Communication & Interpersonal Skills
• Integrity and strong ethical standards.
• Effective communication and reporting.
• Process orientation and innovative mindset.
• Networking and stakeholder management.
• Problem-Solving & Resolution Management.

Key Responsibilities:

Respond to customer complaints

• Strictly adhere to the Grievance Framework designed for the team.
• Resolve and respond to customer complaints, escalated to Senior Management, Regulators, National consumer helpline, Nodal officers and FRC from RBI.
• Documentation of Customer Complaint which is fairly and efficiently executed in CRM
• Ensure end to end closure of complaint and zero recurrence.
• Respond to complaints received on the regulators portal and ensure redressal within timelines.

Monitor & Analyze complaint types

• Monitor the types of complaints received and analyze reasons, trends and share observations.
• Identify gaps basis nature of complaints received, suggest improvement measures to the SH- Grievance Redressal and Service Head and liaise with stake holders for process enhancement.

Stakeholder Management

• Maintain effective relationships with all internal stakeholders involved in resolving customer escalations.
• Effectively liaise with other support functions and external agencies to ensure smooth functioning of daily events.

MIS and Dashboard for Senior Management

• Maintain a detailed MIS on complaints and escalations
• Circulate weekly, monthly and quarterly MIS to the Senior Management on customer escalations and complaints.

Root Cause analysis of complaints received

• Conduct detailed Root Cause analysis for complaints received by the Escalation team and Publish observations in a structured manner to relevant stake holders on a timely manner.

Audits

• Responsible for maintaining required data/MIS/evidences which may be required during audits.
• Participate in statutory, internal and external audits when required.