Deputy Manager - Grievance Officer or Analyst Cyber Fraud Operations

Job Title: Grievance Officer / Analyst NCRP & Cyber Fraud Operations

Department: Fraud Risk Management (FRM)

Location: Mumbai

Reporting To: Nodal Officer

Job Summary:

The primary responsibility is to manage, investigate and resolve cybercrime and financial fraud grievances routed through the National Cyber Crime Reporting Portal (NCRP). The role involves executing instant debit restrictions (liens) or account freezes, coordinating with Law Enforcement Agencies (LEAs), and leveraging the Citizen Financial Cyber Fraud Reporting and Management System (CFCFRMS) to prevent the siphoning of defrauded funds.

Key Responsibilities:

Portal & Case Management

• Monitor the NCRP/I4C Portal: Track and review daily cyber fraud alerts and complaints pushed onto the portal in real-time.
• Handle Liens and Freezes: Execute end-to-end processing of account freezes or lien markings on suspected mule or fraud accounts based on LEA notices.
• Manage Module Workflows: Use the newly mandated Grievance Redressal Module (GRM) and Money Restoration Module (MRM) to settle disputed funds or lift incorrect liens.

Investigation & Verification

• Analyse Money Trails: Trace siphoned funds through inter-bank transfer logs (UPI, IMPS, Net Banking) to flag exit transactions or downstream beneficiary accounts.
• Customer Grievance Redressal: Address customer complaints whose accounts have been blocked due to a legal/NCRP trigger, checking legitimacy before initiating any release protocols.
• Branch Escalation Support: Serve as a central guide for branch managers dealing with walk-in customers regarding NCRP-related account issues.

Stakeholder & Regulatory Liaison:

• Coordinate with LEAs: Act as a point of contact for Police Investigation Officers, District/State Grievance Officers, and Ministry of Home Affairs (MHA) I4C officials.
• Represent the Bank: Attend LEA meetings, legal hearings, and verification video calls to represent the bank on financial cybercrime cases.
• SOP Adherence: Maintain a strict Turnaround Time (TAT) in compliance with the RBI Master Circulars and Ministry guidelines.

Reporting & Auditing

• Maintain MIS Records: Create and update comprehensive spreadsheets detailing active cases, pending freezes, funds saved, and lifted liens.
• Audit Readiness: Preserve strict audit trails and action logs on internal CRM platforms for regulatory review.

Required Qualifications:

• Education: Any Graduate.
• Experience: 1+ years of experience in handling Cybercrime and Financial Fraud Grievances, preferably within the banking, NBFC industry.

Required Skills:

• Proficiency in Word and Excel
• Excellent written and verbal communication skills to present complex findings clearly and concisely to various stakeholders