Complaint Resolution Specialist

1 day ago

Kota, Rajasthan, India beBeeComplaint Full time ₹ 80,00,000 - ₹ 1,20,00,000
Complaint Resolution Specialist

About the Role

We are seeking a highly skilled Complaint Resolution Specialist to join our team. As a key member of our organization, you will be responsible for managing end-to-end complaint resolution processes across all channels, including timely escalation to regulatory authorities.

Main Responsibilities

  • Manage complaints through email/phone and other channels, acknowledge within policy turnaround times (TATs), sort and prioritize severity and urgency, and drive first-time resolution with internal teams.
  • Track and resolve RBI CMS/Ombudsman-related cases, manage evidence, root-cause, and closure notes.
  • Handle bureau dispute issues by escalating with customers and liaising with internal teams to resolve complaints.
  • Ensure complete records for internal audit, statutory audit, and regulatory inspections (complaint logs, TATs, decisions, communications, evidence).
  • Share periodic Management Information System (MIS) reports to leadership and surface themes and preventive actions.

Fraud & Cyber-crime Handling

  • Regularly report phishing/impersonation/loan-app clones/UPI frauds using our name to law enforcement authorities.
  • Report to the National Cyber Crime Reporting Portal and coordinate with local cyber police/CID and legal for FIR/zero-FIR where applicable. Maintain records and logs of all such activity.
  • Work with InfoSec to run awareness and hardening programs (KYC abuse, mule-accounts, social engineering patterns).

Process Excellence & Analytics

  • Define and track complaint SLAs (acknowledgement, resolution), First Contact Resolution (FCR), reopen rate, bureau correction TAT, repeat root causes, and Ombudsman incidence.
  • Build dashboards, run monthly Root Cause Analysis (RCA) and Corrective Action Plans (CAPA), drive policy/UX changes to reduce inflow.

Required Experience & Skills

  • 5–9 years in complaint redressal, customer advocacy & credit-bureau operations in financial services.
  • 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
  • CORE competency in CRM/Ticketing tools (Freshdesk/Zendesk/Salesforce), RBI CMS portal, NCRP (cybercrime.gov.in), bureau portals/APIs (CIBIL/Experian/Equifax/CRIF).

What We Offer

A dynamic work environment that fosters growth and development. Join us to take your career to the next level

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