Description
Job Title: Reviewer – Decision Review Team (DRT)
Location: Mumbai
Experience: 7–15 Years
Industry: Banking / NBFC
Job Purpose
Review customer complaints that are partially resolved or rejected to ensure fair, unbiased, and compliant decision-making as per RBI guidelines and internal grievance redressal policies.
Key Responsibilities
- Review escalated customer complaints and rejection cases.
- Assess complaint resolutions against RBI regulations and bank policies.
- Examine evidence, customer communications, and transaction details.
- Work closely with Operations, Compliance, Legal, Risk, and Business teams.
- Identify process gaps and recommend improvements.
- Support Internal Ombudsman review and grievance governance.
- Ensure quality documentation and adherence to defined TATs.
Candidate Profile
- 7+ years of experience in Banking/NBFC.
- Strong background in Customer Grievance Redressal, Complaint Handling, Escalations, Ombudsman, or Regulatory Complaints.
- Knowledge of RBI guidelines and grievance management processes.
- Strong analytical, investigation, and stakeholder management skills.
- Experience in Banking Ombudsman, PNO, RBI CMS, CPGRAMS, Compliance, Risk, or Customer Experience functions preferred.
Preferred Background
- Customer Experience (CX)
- Grievance Redressal
- Complaint Management
- Banking Operations
- Compliance & Risk
- Ombudsman Desk
- Service Quality / Escalations Management
Location: Mumbai (Work from Office)