About Credit Saison India
Established in 2019, Credit Saison India (CS India) is one of the country's fastest growing Non-Bank Financial Company (NBFC) lenders, with verticals in wholesale, direct lending and tech-enabled partnerships with Non-Bank Financial Companies (NBFCs) and fintechs. Its tech-enabled model coupled with underwriting capability facilitates lending at scale, meeting India's huge gap for credit, especially with underserved and under penetrated segments of the population.
Credit Saison India is committed to growing as a lender and evolving its offerings in India for the long-term for MSMEs, households, individuals and more. Credit Saison India is registered with the Reserve Bank of India (RBI) and has an AAA rating from CRISIL (a subsidiary of S&P Global) and CARE Ratings. Currently, Credit Saison India has a branch network of 80+ physical offices, 2.06 million active loans, an AUM of over US$2B and an employee base of about 1,400 employees.
Credit Saison India is part of Saison International, a global financial company with a mission to bring people, partners and technology together, creating resilient and innovative financial solutions for positive impact. Across its business arms of lending and corporate venture capital, Saison International is committed to being a transformative partner in creating opportunities and enabling the dreams of people.Saison International is the international headquarters (IHQ) of Credit Saison Company Limited, founded in 1951 and one of Japan's largest lending conglomerates with over 70 years of history and listed on the Tokyo Stock Exchange. The Company has evolved from a credit-card issuer to a diversified financial services provider across payments, leasing, finance, real estate and entertainment. Based in Singapore, Saison International's global operations span over Singapore, India, Indonesia, Thailand, Vietnam, Mexico, Brazil, with active investments in debt, equity, corporate venture capital, and technology.
Job Overview
We are seeking a detail-oriented and articulate professional to manage our
Customer Grievance Redressal mechanism while simultaneously handling
process documentation and compliance adherence. The ideal candidate comes
from a Banking or NBFC background, possesses strong technical skills in Excel
and LMS (Loan Management Systems).
Key Responsibilities
- Customer Complaint Management
Serve as the primary point of contact for escalated customer grievances
as reported by the customer experience team to
Investigate complaints thoroughly by coordinating with internal
departments to ensure a resolution within the Turnaround Time (TAT).
Maintain a Zero Escalation approach by resolving issues at the first
level of contact wherever possible.
Create Complaints Log Type of complaints, agency involved in the
complaints & action taken against or improvisation due to complaints/
queries.
- Process Documentation & Write-ups
Create, update, and maintain Standard Operating Procedures (SOPs) for
various Collection related processes.
Draft clear process flowcharts and manuals to ensure all team members
understand operational workflows.
Conduct gap analysis on current processes and write proposals for
process improvements.
- Compliance & RBI Regulations
Monitor and implement RBI circulars and guidelines relevant to
NBFCs/Banks, specifically regarding Fair Practice Code and Ombudsman
schemes.
Create internal compliance checklists and ensure the grievance
redressal mechanism meets all regulatory standards.
Prepare and submit regulatory reports regarding customer complaints
to management and external bodies if required.
- Technology & LMS (Learning Management System)
Manage the internal LMS portal; upload process training materials,
quizzes, and policy updates.
Track employee completion rates of mandatory compliance training via
the LMS.
Utilize technology to automate complaint tracking and reporting.
- Data Analysis & Reporting
Maintain comprehensive MIS reports on complaint trends, root cause
analysis, and closure rates.
Use Advanced Excel functions (VLOOKUP, HLOOKUP, Pivot Tables,
Conditional Formatting, slicer ) to analyse data and present insights to
senior management.
