Dispute Resolution Specialist

2 days ago

Meerut, Uttar Pradesh, India beBeeComplaint Full time ₹ 1,50,00,000 - ₹ 2,50,00,000

Complaint Resolution Professional

Job Overview:

This role involves taking end-to-end responsibility for resolving customer complaints across various channels. The ideal candidate will lead credit-bureau dispute resolution and act as the single point of contact for fraud complaints involving the company.

Main Responsibilities:

  • Manage customer complaints, including operating a day-to-day complaint desk on email/phone and other channels, acknowledging complaints within policy timelines, sorting and prioritizing severity and urgency, and driving first-time resolution with internal teams.
  • Track and resolve RBI CMS/Ombudsman-related cases, manage evidence, root-cause, and closure notes.
  • Maintain a Board-approved Complaint Redressal Policy summary on the website/app and publish the Complaint Officer's contact details as required for NBFCs.
Credit-Bureau Disputes & Escalations:

The selected candidate will handle all bureau dispute issues by escalating with customers and liaising with internal teams to resolve reported complaints.

Regulatory & Audit Readiness:

The professional will 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 (Company Brand Misuse):

The ideal candidate will report regular phishing/impersonation/loan-app clones/UPI frauds using the company'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.

Work with InfoSec to run awareness and hardening (KYC abuse, mule-accounts, social engineering patterns).

Process Excellence & Analytics:

The selected candidate will define and track complaint 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:

Key Qualifications:

  • A minimum of 5–9 years of experience in complaint redressal, customer advocacy & credit-bureau ops 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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