Regulatory Escalation Officer

Job Requirements

Job Title: Regulatory Escalation Officer

Department/Function: Customer Experience

Job Purpose:

As a Regulatory Escalation Officer in the Grievance Redressal team at IDFC First Bank, you will be responsible for resolving escalated customer complaints received from regulatory bodies, senior management, and internal departments. This role demands a strong focus on compliance, empathy, and collaboration to ensure timely and satisfactory resolution while enhancing the overall customer experience.

Roles & Responsibilities:

• Resolve escalated complaints from regulators, nodal offices, and internal teams with speed and accuracy.
• Ensure adherence to grievance redressal policies and initiate corrective actions as needed.
• Conduct root cause analysis (RCA) and submit action plans for complaint resolution.
• Respond to regulatory queries with clarity and completeness.
• Maintain high service quality and customer satisfaction through empathetic and responsible handling.
• Collaborate with internal departments to drive faster resolution and reduce complaint escalations.
• Identify process gaps and suggest improvements based on RCA findings.
• Address audit and inspection queries related to grievance handling.
• Support initiatives aimed at improving brand image and customer trust.
• Excellent written and verbal communication skills
• Strong problem-solving and analytical abilities
• Familiarity with CRM systems and regulatory frameworks
• Ability to multitask, prioritize, and manage time effectively
• Empathetic, accountable, and customer-focused mindset
  
  

Educational Qualifications:

Graduation: Bachelor of Commerce (B.com) / Bachelor of Science (B.Sc) / Bachelor of Arts (BA) / Bachelor of Business & Insurance (BBI) / Bachelor of Management Studies (BMS)

Post-Graduation: Master of Business Administration (MBA) / Master of Commerce (M.com) / Master of Arts (MA)

Experience: 5 - 10 years of relevant experience