Ram Fincorp - Nodal Officer

The Nodal Officer plays a crucial role in enhancing the grievance redressal mechanism within the fintech organization. This position is essential for ensuring effective customer complaint management and compliance with regulatory guidelines.

Key Responsibilities:

- Supervise and monitor the handling of customer grievances, ensuring both quantitative and qualitative aspects are addressed.

- Provide daily support in reviewing, analyzing, and making decisions on complex complaints.

- Update management on the progress of customer complaints and overall customer service performance.

- Review all Level 2 and above complaints to ensure proper resolution.

- Conduct gap analysis to identify service quality or skill gaps and initiate corrective actions.

- Ensure timely compliance with Reserve Bank of India (RBI) instructions regarding customer complaint handling.

- Work on feedback mechanisms to improve complaint handling and customer service.

- Liaise with internal and external partners as necessary to facilitate effective complaint resolution.

Qualifications:

- 7+ years of experience in customer service, preferably in financial services or cross-border money transfer companies.

- Familiarity with RBI and Financial Intelligence Unit (FIU) regulations.

- Proven experience in managing and triaging customer complaints effectively.

- Strong knowledge of regulatory obligations, particularly related to Money Transfer Service Schemes (MTSS), Reserve Bank of India (RBI) directives, and Foreign Exchange Management Regulations.

- Excellent problem-solving and analytical skills with a proactive approach.

- Strong communication skills to engage with various stakeholders effectively.

- Fluency in English and Hindi is an added advantage.

Work Environment:

This is a hybrid role based out of Bangalore, allowing for a combination of remote and on-site work.

Company Culture:

The organization values diversity and is committed to creating an inclusive environment for all employees, ensuring equal opportunity in employment practices.