Compliance Specialist

6 days ago

Kolkata, West Bengal, India beBeeGrievance Full time ₹ 9,65,000 - ₹ 13,15,000

Job Title:

Grievance Officer

We are seeking a skilled professional to own end-to-end grievance redressal for our organization across all channels. This includes leading credit-bureau dispute resolution and serving as the single point of contact for fraud complaints.

This role is part of our Customer Experience & Compliance function and reports directly to the Head – CX.

Key Responsibilities:

  • Customer Grievances:
    • Run day-to-day grievance desk on email/phone and other possible channels, acknowledging customer concerns within policy timelines, 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 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 our 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.

Requirements:

  • 5–9 years in grievance 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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