Dispute Resolution Specialist

4 days ago

Tiruchi, Tamil Nadu, India beBeeGrievance Full time ₹ 9,50,000 - ₹ 13,15,000

**Job Overview:**

The role of a Grievance Officer involves end-to-end grievance redressal across various channels. This includes leading credit-bureau dispute resolution and acting as a single point of contact for fraud complaints.

**Key Responsibilities:

  • Manage customer grievances, acknowledging within set timelines, sorting and prioritizing severity and urgency, and driving first-time resolution with internal teams.
  • Resolve RBI CMS/Ombudsman-related cases, manage evidence, root-cause, and closure notes.
  • Handle all bureau dispute issues by escalating with customers and liaising with internal teams to resolve the complaint reported.
  • Ensure complete records for internal audit, statutory audit, and RBI inspections (complaint logs, TATs, decisions, communications, evidence).
  • Share periodic MIS reports to leadership and surface themes and preventive actions.
  • Regularly report phishing/impersonation/loan-app clones/UPI frauds using Refyne's name to law enforcement authorities.
  • Report to National Cyber Crime Reporting Portal and coordinate with local cyber police/CID for FIR/zero-FIR where applicable. Maintain records and logs of all such activity.
  • Collaborate with InfoSec to run awareness and hardening programs (KYC abuse, mule-accounts, social engineering patterns).
  • Define and track grievance SLAs (acknowledgement, resolution), FCR, reopen rate, bureau correction TAT, repeat root causes, and Ombudsman incidence.
  • Develop dashboards and drive policy changes to reduce inflow.

**Required Experience & Skills:**

  • A minimum of 5-9 years of experience in grievance redressal, customer advocacy, and credit-bureau operations in NBFC/fintech/bank.
  • Strong working knowledge of RBI Integrated Ombudsman Scheme (RB-IOS), CMS portal workflows, and complaint documentation.
  • Excellent stakeholder management and strong communication skills, both oral and written
  • Clinical understanding of CRM/Ticketing systems, RBI CMS portal, NCRP, and bureau portals/APIs.

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