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 adhe