Consumer Support Associate – Internal Ombudsman Secretariat

1. Complaint Management & Escalation Handling

• Manage customer complaints and service requests across L1, L2, L3, and L4 escalation channels.
• Handle complaints received through Customer Service, Social Media, CPGRAMS, Nodal Officer (NO), Principal Nodal Officer (PNO), Internal Ombudsman, RBI CMS/Ombudsman, and Executive Escalation channels.
• Conduct detailed investigations by reviewing customer interactions, transaction details, operational processes, and supporting records.
• Assess complaints for severity, customer impact, and regulatory implications, and facilitate escalation where required.
• Ensure clear, accurate, professional, and customer-centric communication throughout the complaint lifecycle.
2. Internal Ombudsman Secretariat Support

• Support the Internal Ombudsman review process by collating case facts, investigation findings, complaint chronology, and supporting documentation.
• Coordinate with business and support functions to obtain clarifications and evidence required for complaint review.
• Track and monitor implementation of observations and recommendations arising from Internal Ombudsman reviews.
• Maintain records of cases reviewed by the Internal Ombudsman and support governance requirements.
• Assist in ensuring fair customer outcomes and adherence to grievance redressal principles.
3. Regulatory & Process Compliance

• Ensure complaint handling activities comply with internal policies, grievance redressal procedures, and applicable regulatory requirements.
• Monitor complaint ageing and ensure adherence to prescribed internal and regulatory turnaround timelines.
• Drive compliance with TATs applicable to customer complaints, NO/PNO escalations, Internal Ombudsman reviews, RBI CMS complaints, CPGRAMS complaints, and Executive Escalation cases.
• Escalate potential SLA or regulatory timeline breaches to management on a timely basis.
• Maintain accurate and complete records of complaint investigations, communications, and resolution outcomes.
4. Stakeholder Management

• Coordinate with Operations, Customer Service, Product, Technology, Compliance, Legal, Nodal Office, and other business teams for complaint investigation and resolution.
• Liaise with Internal Ombudsman, vendor partners, service providers, and credit institution stakeholders for information gathering and complaint closure.
• Act as a central coordination point for complaints involving multiple functions or external stakeholders.
• Ensure timely follow-up and closure of open actions to meet service levels and regulatory commitments.
5. Quality & Customer Experience

• Deliver a consistent, fair, and high-quality customer experience across all complaint and escalation channels.
• Identify recurring customer pain points, service gaps, and operational issues impacting customer experience.
• Support service recovery efforts through balanced and customer-focused resolutions.
• Contribute to initiatives aimed at improving complaint handling quality and customer satisfaction.
6. Process Improvement & Enhancement Projects

• Support enhancement initiatives across complaint management platforms including SDRM, SFCRM, and related customer servicing systems.
• Participate in process improvement projects aimed at strengthening grievance redressal effectiveness and operational efficiency.
• Assist with user acceptance testing (UAT), process validation, and implementation of system enhancements.
• Identify recurring issues, process gaps, and automation opportunities to improve complaint resolution outcomes.
• Support implementation of action items arising from audit observations, Internal Ombudsman recommendations, regulatory reviews, and customer feedback.
7. Analytics & Reporting

• Track complaint volumes, ageing, SLA adherence, and resolution effectiveness across complaint channels.
• Perform root cause analysis and identify recurring trends across customer complaints and escalations.
• Prepare MIS, dashboards, governance reports, and management updates.
• Highlight emerging risks, customer pain points, and process improvement opportunities.
• Recommend corrective and preventive actions to reduce complaint recurrence and improve customer outcomes.

Department: Customer Service
Function: Information Technology
Experience Level: Not Applicable