Senior Executive - Client Grievance Redressal

Muthoot Microfin; Ernakulam; On-site; INR 350,000 - 550,000; Full time

Job summary

Muthoot Microfin is seeking a Customer Grievance Redressal Executive / Senior Executive to manage and resolve customer complaints through timely, accurate and professional handling across channels.

The role emphasizes Hindi communication as well as English, and involves coordinating with branches and internal teams to ensure adherence to TATs, maintain records and generate MIS for audits and management review.

Qualifications

• 3 years of experience in Client Grievance, Customer Service, NBFC, Microfinance or Financial Services.
• Freshers with excellent Hindi communication may be considered.
• Strong Hindi and English communication skills; proficient with MS Excel/Word.

Responsibilities

• Receive, register and process customer complaints from multiple channels.
• Understand customer concerns and ensure resolution within defined TAT.
• Coordinate with Branch Operations, Business, Credit, Collections, HR for resolution.
• Follow up on pending complaints and ensure timely closure.
• Escalate critical or unresolved complaints to the reporting authority.
• Maintain accurate records of complaints, actions and resolution status.
• Identify recurring issues and highlight to the reporting manager.
• Communicate professionally and courteously to understand concerns.
• Handle customer interactions primarily in Hindi.
• Explain status of complaints and resolution clearly.
• Manage difficult interactions with patience and professionalism.
• Ensure accurate information without unauthorized commitments.
• Monitor open/closed/pending complaints daily.
• Track resolution against defined TAT and SLA.
• Prepare daily/weekly/monthly grievance reports and MIS.
• Maintain complaint documentation for audits.
• Support reports on complaint trends and ageing.
• Ensure complaints align with internal policies and regulatory guidelines.
• Support audit documentation and escalation handling.
• Identify common complaints and operational issues; propose improvements.
• Update SOPs, FAQs and process documents.

Skills

Hindi communication

English communication

MS Excel

MS Word

CRM / Complaint Management Systems

Tools

CRM Software

Job description

Role & responsibilities:

We are looking for a Customer Grievance Redressal Executive / Senior Executive to support the Client Grievance Redressal function by ensuring timely, accurate and customer-focused resolution of complaints received through various channels.

The role will involve understanding customer concerns, coordinating with internal teams, maintaining complaint records, monitoring resolution timelines and ensuring adherence to defined TATs and internal grievance redressal processes.

The ideal candidate should have excellent Hindi communication skills, along with good verbal and written communication abilities in English. Experience in NBFC, Microfinance, Banking, Financial Services or Customer Service will be an added advantage.

Key Responsibilities

Client Grievance & Complaint Management

• Receive, register and process customer complaints received through various channels.
• Understand customer concerns and ensure appropriate resolution within defined TAT.
• Coordinate with Branch Operations, Business, Credit, Collections, HR and other relevant departments for complaint resolution.
• Follow up on pending complaints and ensure timely closure.
• Escalate critical or unresolved complaints to the appropriate reporting authority.
• Maintain accurate records of complaints, actions taken and resolution status.
• Identify recurring customer issues and highlight them to the reporting manager.

Customer Communication

• Communicate with customers professionally and courteously to understand their concerns.
• Handle customer interactions primarily through Hindi, wherever required.
• Explain the status of complaints and resolution clearly to customers.
• Manage difficult or sensitive customer interactions with patience and professionalism.
• Ensure customers receive appropriate and accurate information without making unauthorized commitments.

Grievance Monitoring & MIS

• Monitor open, closed and pending complaints on a daily basis.
• Track complaint resolution against defined TAT and SLA.
• Prepare daily/weekly/monthly grievance reports and MIS.
• Maintain complaint-related documentation and records for audit and management review.
• Support the preparation of reports relating to complaint trends, ageing, TAT and resolution status.

Regulatory & Process Compliance

• Ensure complaints are handled in accordance with internal grievance redressal policies and applicable regulatory guidelines.
• Support the team in maintaining documentation required for internal and regulatory audits.
• Assist in responding to escalated complaints and regulatory/customer grievance requirements.
• Ensure proper documentation and closure of complaints.

Process Improvement

• Identify common customer complaints and operational issues.
• Share feedback with the reporting manager to improve customer experience.
• Support implementation of process improvements, workflow automation and digital grievance management initiatives.
• Assist in maintaining and updating SOPs, FAQs and grievance-related process documents.

Preferred Candidate Profile

• 03 years of experience in Client Grievance, Customer Service, Customer Support, Banking, NBFC, Microfinance or Financial Services.
• Freshers with excellent communication skills(Hindi) may also be considered.
• Very fluent in Hindi – mandatory.
• Good verbal and written communication skills in English.
• Ability to communicate effectively with customers from different backgrounds.
• Strong listening and problem-solving skills.
• Good interpersonal and relationship-management skills.
• Comfortable handling customer complaints and difficult conversations.
• Basic knowledge of MS Excel, Word and email communication.
• Ability to work with internal teams and follow up on pending cases.
• Customer-centric approach with strong attention to detail.

Preferred Skills

• Hindi speaking and communication – Mandatory
• Customer complaint handling
• Client relationship management
• Problem solving
• Follow-up and coordination
• Documentation and MIS reporting
• MS Excel and MS Office
• CRM / Complaint Management Systems
• Ability to work under pressure and meet TAT

Key Competencies

• Excellent Hindi communication
• Customer orientation
• Active listening
• Patience and empathy
• Problem-solving ability
• Attention to detail
• Ownership and accountability
• Follow-up skills
• Team collaboration
• Ability to handle difficult customer interactions

Key Performance Indicators (KPIs)

• Complaint resolution within defined TAT
• Pending complaint ageing
• Complaint closure rate
• Quality and accuracy of complaint documentation
• Customer communication quality
• Escalation management
• Compliance with grievance redressal processes
• Customer satisfaction / feedback
• Accuracy and timeliness of MIS reporting