Dispute Resolution Specialist

3 days ago

Tiruppur, Tamil Nadu, India beBeeDispute Full time ₹ 90,00,000 - ₹ 1,50,00,000
Job Title: Dispute Resolution Specialist

A challenging role awaits an ambitious professional who will oversee end-to-end dispute resolution across various channels. This position requires strong leadership skills to manage credit-bureau disputes and act as a single point of contact for fraud complaints.

The ideal candidate will have excellent communication and stakeholder management skills, along with a working knowledge of regulatory frameworks and industry standards.

Key Responsibilities:
  • Manage day-to-day dispute desk operations, acknowledging complaints within policy timelines, sorting and prioritizing severity and urgency, and driving first-time resolution through collaboration with internal teams.
  • Track and resolve cases related to the RBI CMS/Ombudsman scheme, maintaining accurate records and closure notes.
  • Maintain a Board-approved Grievance Redressal Policy summary and publish relevant contact details as required.
Credit-Bureau Disputes & Escalations:
  • Liaise with customers to resolve bureau dispute issues, escalating concerns to internal teams where necessary.
Regulatory Compliance:
  • Ensure complete records for audits, statutory requirements, and regulatory inspections (complaint logs, TATs, decisions, communications).
  • Provide regular MIS updates to leadership and identify themes and preventive actions (product changes, controls, new SOPs).
Fraud Detection & Prevention:
  • Report phishing/impersonation/loan-app clones/UPI scams using company name to law enforcement authorities.
  • Coordinate with local cyber police/CID and legal for FIR/zero-FIR where applicable, maintaining records and logs.
  • Collaborate with InfoSec to run awareness programs and hardening efforts (KYC abuse, mule-accounts, social engineering patterns).
Required Skills & Qualifications:
  • 5–9 years in grievance redressal, customer advocacy & credit-bureau operations in NBFC/fintech/bank.
  • Strong understanding of RBI Integrated Ombudsman Scheme (RB-IOS), CMS portal workflows, and complaint documentation.
  • Excellent stakeholder management and communication skills, both oral and written.
  • CRM/Ticketing systems, RBI CMS portal, NCRP (cybercrime.gov.in), bureau portals/APIs (CIBIL/Experian/Equifax/CRIF).

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