Compliance Officer

2 weeks ago

Hubli, Karnataka, India beBeeGrievance Full time ₹ 60,00,000 - ₹ 1,20,00,000
Grievance Resolution Specialist

We seek a dedicated Grievance Resolution Specialist to oversee end-to-end grievance redressal across all channels. This role is part of our Customer Experience and Compliance function.

Key Responsibilities:
  • Manage day-to-day grievance desk on email/phone and other channels, acknowledging within policy TATs, sorting and prioritizing severity and urgency, and driving first-time resolution with product, ops, collections, risk, and partner 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.
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 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.
Requirements:
  • 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.
  • CRM/Ticketing (Freshdesk/Zendesk/Salesforce), RBI CMS portal, NCRP (cybercrime.gov.in), bureau portals/APIs (CIBIL/Experian/Equifax/CRIF).

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