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ExperianConsumer Support Associate – Internal Ombudsman Secretariat
This full-time, on-site role in Mumbai supports Experian's grievance redressal framework and Internal Ombudsman process. The associate manages customer complaints across escalation levels, investigates cases, coordinates…
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About This Role
This full-time, on-site role in Mumbai supports Experian's grievance redressal framework and Internal Ombudsman process. The associate manages customer complaints across escalation levels, investigates cases, coordinates with business teams, tracks turnaround deadlines and supports process improvements and reporting.
Job Description
This full-time, on-site role in Mumbai supports Experian's grievance redressal framework and Internal Ombudsman process. The associate manages customer complaints across escalation levels, investigates cases, coordinates with business teams, tracks turnaround deadlines and supports process improvements and reporting.
Responsibilities
- Manage complaints and escalations across L1 to L4 channels, including regulator and ombudsman routes.
- Investigate cases, review interactions and records, and assess severity and regulatory impact.
- Track complaint ageing and turnaround times, and escalate potential breaches on time.
- Coordinate with operations, technology, compliance and legal teams, and report MIS and trends.
Requirements
- Strong verbal and written communication skills.
- A customer-first mindset with empathy and problem-solving ability.
- Knowledge of complaint and grievance redressal management and regulatory complaint handling.
Core Skills
Frequently Asked Questions
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Where is this job based?
The posting lists Mumbai and describes the role as on-site.
Is this a full-time job, and is salary listed?
This is a full-time position. The posting does not specify a salary.
What experience is required?
The posting excerpt does not state a number of years of experience for this role.
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