Customer Complaint Resolution Specialist

2 days ago

Nagpur, Maharashtra, India beBeeComplaints Full time ₹ 80,00,000 - ₹ 1,20,00,000
Complaints Resolution Expert

As a Grievance Officer, you will be responsible for managing all aspects of complaints resolution across various channels.

Key Responsibilities:

  • Manage day-to-day grievances via email/phone and other channels, acknowledging customer complaints within specified timelines, sorting and prioritizing severity and urgency, and driving first-time resolution with internal teams.
  • Track and resolve RBI CMS/Ombudsman-related cases, maintain records of evidence, root-cause analysis, and closure notes.

Credit-Bureau Disputes & Escalations:

  • Handle all bureau dispute issues by escalating with customers and coordinating with internal teams to resolve reported complaints.

Regulatory Compliance:

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

Fraud Detection & Prevention:

  • Regularly report phishing/impersonation/loan-app clones/UPI scams using our name to law enforcement authorities.
  • Report incidents to the 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.
  • Collaborate with InfoSec to run awareness programs and harden systems against KYC abuse, mule accounts, and social engineering patterns.

Process Optimization & Analytics:

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

Requirements:

  • 5–9 years in complaints redressal, customer advocacy & credit-bureau operations 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).

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