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Grievance Resolution Specialist

2 weeks ago

Guntur, Andhra Pradesh, India beBeeGrievance Full time ₹ 1,29,00,000 - ₹ 1,99,00,000
Job Posting

We are seeking an experienced professional to fill a Grievance Officer position. The successful candidate will be responsible for managing end-to-end grievance redressal across all channels, including customer grievances, credit-bureau disputes and escalations, regulatory and audit readiness, and fraud and cyber-crime handling.

About the Role:
  • This is a challenging opportunity for someone who wants to make a real difference in the lives of our customers.
  • The ideal candidate will have strong analytical and problem-solving skills, excellent communication and stakeholder management skills, and experience working with CRM/Ticketing systems, RBI CMS portal, NCRP, and bureau portals/APIs.
Key Responsibilities:
  1. Customer Grievances: Run day-to-day grievance desk on email/phone and other channels, acknowledge within policy TATs, sort and prioritise severity and urgency, and drive first-time resolution with product, ops, collections, risk, and partner teams.
  2. Credit-Bureau Disputes & Escalations: Handle all bureau dispute issues by escalating with customers and liaising with internal teams to resolve reported complaints.
  3. Regulatory & Audit Readiness: Ensure complete records for internal audit, statutory audit, and RBI inspections (complaint logs, TATs, decisions, communications, evidence).
  4. Fraud & Cyber-Crime Handling: Regularly report phishing/impersonation/loan-app clones/UPI frauds using Refyne's name to law enforcement authorities, coordinate with local cyber police/CID and legal for FIR/zero-FIR where applicable, and maintain records and logs of such activity.
Requirements:
  • 5–9 years in grievance redressal, customer advocacy & credit-bureau ops 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.
  • CRM/Ticketing (Freshdesk/Zendesk/Salesforce), RBI CMS portal, NCRP (cybercrime.gov.in), bureau portals/APIs (CIBIL/Experian/Equifax/CRIF).