Grievance Resolution Specialist

5 days ago

Kottayam, Kerala, India beBeeCompliance Full time ₹ 90,00,000 - ₹ 1,20,00,000

Job Overview

Grievance Redressal Specialist: The Grievance Officer is a pivotal role that demands end-to-end ownership. As a key member of our team, you will be responsible for leading credit-bureau dispute resolution and fraud complaints involving our brand.

Key Responsibilities

  • Customer Grievances: Manage day-to-day grievances through various channels, acknowledging complaints within policy timelines, prioritizing severity and urgency, and driving first-time resolutions with product, operations, collections, risk, and partner teams.
  • Credit-Bureau Disputes & Escalations: Handle all disputes by liaising with internal teams to resolve customer complaints effectively.
  • Regulatory Compliance & Audit Readiness: Maintain complete records for internal audits, statutory audits, and RBI inspections, including complaint logs, TATs, decisions, communications, and evidence in accordance with industry standards.
  • Fraud Detection & Prevention: Regularly report phishing/impersonation/loan-app clones/UPI frauds using our name to law enforcement authorities and maintain records of such activity.
  • Process Optimization & Analytics: Define and track grievance SLAs (acknowledgement, resolution), FCR, reopen rate, bureau correction TAT, repeat root causes, and Ombudsman incidence, and drive policy changes to reduce inflow efficiently.

Requirements:

  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal skills.
  • Ability to work in a fast-paced environment.
  • Proficiency in MS Office Suite.
  • Knowledge of regulatory compliance and audit requirements.

Benefits:

  • Opportunity to work with a dynamic team.
  • Competitive salary and benefits package.
  • Professional growth and development opportunities.
  • Recognition and rewards for outstanding performance.

Other Opportunities:

  • Continuing education and training programs.
  • Mentorship and coaching from experienced professionals.
  • Collaborative and inclusive work environment.

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