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 t