Consumer Support Associate – Internal Ombudsman Secretariat
Core
Manage customer complaints and escalations across L1-L4 channels, conduct investigations, and support the Internal Ombudsman review process to ensure fair and compliant grievance resolution.
Role type
Senior IC consumer support associate (grievance redressal & ombudsman secretariat)
Builds
Fair customer outcomes and adherence to regulatory grievance redressal principles
Domain
BFSI / Regulated Financial Services
Deliverable
dashboards & analysis
Required skills
Complaint management, Escalation handling, Internal Ombudsman processes, Regulatory compliance, Stakeholder coordination, Root cause analysis, SLA/TAT management, Data analysis, Process improvement, System support
Preferred skills
Experience with CPGRAMS, Social Media, RBI CMS, Nodal Officer (NO/PNO) channels, BFSI domain knowledge
Technologies
SDRM, SFCRM, Customer servicing systems
Responsibilities
Manage complaints across L1-L4 channels and various escalation routes; Conduct detailed investigations and assess severity/regulatory implications; Support Internal Ombudsman reviews by collating facts and documentation; Monitor implementation of Ombudsman recommendations; Track complaint ageing and ensure adherence to regulatory timelines; Coordinate with Operations, Legal, Compliance, and external stakeholders; Prepare MIS, dashboards, and governance reports; Identify recurring pain points and support process improvement initiatives.
Seniority
Mid-level, hands-on IC
