Consumer Support Associate – Internal Ombudsman Secretariat
Core
Manage and escalate customer complaints across multiple channels (L1-L4, Social Media, CPGRAMS, Internal Ombudsman) while supporting the Internal Ombudsman review process and ensuring regulatory compliance.
Role type
Senior IC consumer support associate (grievance redressal)
Builds
Fair customer outcomes and adherence to grievance redressal principles
Domain
BFSI / Financial Services / Regulatory Compliance
Deliverable
dashboards & analysis
Required skills
complaint management, escalation handling, regulatory compliance, stakeholder coordination, root cause analysis, MIS reporting, process improvement, investigation, SLA monitoring
Preferred skills
experience in Nodal Office or IO Secretariat functions, experience in BFSI/FinTech
Technologies
SDRM, SFCRM
Responsibilities
Manage customer complaints and service requests across L1, L2, L3, and L4 escalation channels; Conduct detailed investigations by reviewing customer interactions and transaction details; Support the Internal Ombudsman review process by collating case facts and documentation; Ensure complaint handling activities comply with internal policies and regulatory requirements; Track complaint ageing and ensure adherence to prescribed turnaround timelines; Prepare MIS, dashboards, governance reports, and management updates.
Seniority
Mid-level, hands-on IC