Consumer Support Associate – Internal Ombudsman Secretariat
Core
Manage and escalate customer complaints across multiple channels (L1-L4, Social Media, CPGRAMS, Internal Ombudsman) within the BFSI sector, conducting investigations and ensuring regulatory compliance.
Role type
Senior IC customer support and grievance redressal specialist
Builds
Resolution of escalated customer complaints and adherence to regulatory timelines
Domain
BFSI / Financial Services / Regulatory Compliance
Deliverable
dashboards & analysis
Required skills
Complaint management, Escalation handling, Regulatory compliance, Stakeholder coordination, Root cause analysis, Process improvement
Preferred skills
Experience with SDRM/SFCRM systems, Audit observation implementation
Technologies
SDRM, SFCRM
Responsibilities
Manage complaints across L1-L4 escalation channels; Conduct detailed investigations of customer interactions and transaction details; Coordinate with business functions and external stakeholders for evidence gathering; Track and monitor implementation of Internal Ombudsman recommendations; Prepare MIS, dashboards, and governance reports on complaint volumes and SLA adherence.
Seniority
Mid-level (2–5 years experience)