Dispute Resolution Specialist

2 weeks ago

Lucknow, Uttar Pradesh, India beBeeGrievance Full time ₹ 25,00,000 - ₹ 35,00,000

We are looking for a highly skilled professional to manage end-to-end grievance redressal across all channels.

This role involves leading credit-bureau dispute resolution and acting as the single point of contact for fraud complaints.

Key Responsibilities:
  • Manage customer grievances, acknowledging within policy TATs, sorting and prioritizing severity and urgency, and driving first-time resolution with teams.
  • Track and resolve RBI CMS/Ombudsman-related cases, manage evidence, root-cause, and closure notes.
  • Maintain a Board-approved Grievance Redressal Policy summary and publish the contact details as required.

Credit-bureau Disputes & Escalations:

  • Handle all bureau dispute issues by handling the escalation with customers and liaising with internal teams to resolve the complaint reported.

Regulatory & Audit Readiness:

  • Ensure complete records for internal audit, statutory audit, and RBI inspections (complaint logs, TATs, decisions, communications, evidence).
  • Share periodic MIS to leadership and surface themes and preventive actions (product changes, controls, new SOPs, etc)

Fraud & Cyber-crime Handling:

  • Regular reporting of phishing/impersonation/loan-app clones/UPI frauds using Refyne's name to law enforcement authorities.
  • Report to National Cyber Crime Reporting Portal and helpline 1930, coordinate with local cyber police/CID and legal for FIR/zero-FIR where applicable. Maintain records and logs of all such activity.

Process Excellence & Analytics:

  • Define and track grievance SLAs (acknowledgement, resolution), FCR, reopen rate, bureau correction TAT, repeat root causes, and Ombudsman incidence.
  • Build dashboards, run monthly RCA and CAPA, drive policy/UX changes to reduce inflow.

Required Skills & Qualifications:

  • 5–9 years in grievance redressal, customer advocacy & credit-bureau ops in NBFC/fintech/bank.
  • Strong working knowledge of RBI Integrated Ombudsman Scheme, 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).

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