Consumer Support Associate – Internal Ombudsman Secretariat

Job description

Job Description

Role Title: Consumer Support Associate – Internal Ombudsman Secretariat

Function: Consumer Support- Internal Ombudsman Process
Reports To: Head – Data Operations & Innovation

Full-time

Company Description

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more. Experian invests in people and new advanced technologies to unlock the power of data. We have an amazing team of 25,200 people in 32 countries.

Role Purpose

To support the Grievance Redressal Framework and Internal Ombudsman (IO) mechanism by managing customer complaints and escalations across L1, L2, L3, and L4 channels. The role is responsible for ensuring fair, timely, and compliant resolution of customer grievances received through customer service, social media, CPGRAMS, Nodal Officer (NO), Principal Nodal Officer (PNO), Internal Ombudsman, RBI CMS/Ombudsman, and Executive Escalation channels, while adhering to prescribed internal and regulatory turnaround timelines.

Key Responsibilities

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.

Key Skills & Competencies

• Strong verbal and written communication skills
• Customer-first mindset with empathy and problem-solving ability
• Complaint and grievance redressal management
• Internal Ombudsman and regulatory complaint handling awareness
• Stakeholder management and collaboration skills
• Attention to detail and process adherence
• Strong analytical and root cause analysis capability
• Ability to manage multiple priorities under stringent regulatory timelines
• Knowledge of complaint management systems and workflows
• Strong focus on TAT adherence, governance, and compliance

Experience & Qualification

• 2–5 years of experience in customer support, grievance redressal, complaint management, escalation handling, Nodal Office, or IO Secretariat functions.
• Experience handling L1, L2, L3, and L4 complaints, including Social Media, CPGRAMS, NO, PNO, Internal Ombudsman, RBI CMS/Ombudsman, and Executive Escalation cases preferred.
• Experience in BFSI, fintech, payments, lending, or other regulated financial services environments preferred.
• Graduate in any discipline.

Additional information

Our uniqueness is that we celebrate yours. Experian's people first, inclusive and purpose-driven culture is multi award-winning; World's Best Workplaces™ 2025 (Fortune Global Top 25), Great Place To Work™ in 26 countries to name a few. Check out Experian Life on social or explore our Careers Site to understand why. Experian is also proud to be an Equal Opportunity and Affirmative Action employer. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

• Great compensation package and discretionary bonus plan
• Core benefits include pension, health Insurance and term life Insurance, Sharesave scheme and more!
• 25 days annual leave with 13 bank holidays and 3 volunteering days. You can also purchase additional annual leave.
• You will report to Sr. Manager- Customer Service Operations
• Role Location: Mumbai
• Experian is an equal opportunities employer

Recruitment Fraud Awareness - Experian's recruitment process is conducted only through authorised channels. Recruitment communications will only be sent from an @experian.com email address.

Experian will never ask candidates to make any payment as part of an application, interview, assessment, onboarding, or recruitment process. To apply for roles or verify opportunities, please visit experian.com/careers.

Experian Careers - Creating a better tomorrow together

Find out what its like to work for Experian by clicking here

Experian Careers - Creating a better tomorrow together

Find out what its like to work for Experian by clicking here

Qualifications

• Graduate

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more. Experian invests in people and new advanced technologies to unlock the power of data. We have an amazing team of 25,200 people in 32 countries. 

Our uniqueness is that we celebrate yours. Experian's people first, inclusive and purpose driven culture is multi award-winning; World's Best Workplaces™ 2025 (Fortune Global Top 25), Great Place To Work™ in 26 countries to name a few. Check out Experian Life on social or explore our Careers Site to understand why. Experian is also proud to be an Equal Opportunity and Affirmative Action employer. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

Experian Careers - Creating a better tomorrow together

Find out what its like to work for Experian by clicking here