Grievance Resolution Specialist

19 hours ago

Jodhpur, Rajasthan, India beBeeCompliance Full time ₹ 80,00,000 - ₹ 1,50,00,000
Role Overview

The Grievance Officer will be responsible for end-to-end grievance redressal across all channels. This includes leading credit-bureau dispute resolution and acting as the single point of contact for fraud complaints involving Refyne's name.

Key Responsibilities:
  • Customer Grievances:
    • Run a day-to-day grievance desk on email/phone and other channels, acknowledge within policy TATs, sort and prioritize severity and urgency, and drive 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 on website/app and publish the Grievance Officer's contact details as required for NBFCs.
  • 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 (Refyne Brand Misuse):
    • 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.
    • Work with InfoSec to run awareness and hardening (KYC abuse, mule-accounts, social engineering patterns).
  • 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.

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