Senior Customer Complaint Responder

5 days ago


Udaipur, Rajasthan, India beBeeGrievance Full time ₹ 1,20,00,000 - ₹ 1,40,00,000

Grievance Resolution Specialist

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We are seeking a skilled and detail-oriented Grievance Resolution Specialist to join our team. In this role, you will be responsible for managing customer grievances in a timely and effective manner.

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Key Responsibilities:

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  • Manage customer grievances, including acknowledgement, prioritization, and resolution within policy timelines.
  • Track and resolve RBI CMS/Ombudsman-related cases, maintain evidence, root-cause analysis, 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.
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Credit-Bureau Disputes & Escalations

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  • Handle bureau dispute issues by escalating with customers and liaising with internal teams to resolve complaints.
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Regulatory Compliance & Audit Readiness

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  • Ensure complete records for internal audit, statutory audit, and RBI inspections (complaint logs, TATs, decisions, communications, evidence).
  • Share periodic MIS to leadership, surface themes, and preventive actions (product changes, controls, new SOPs).
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Fraud Detection & Cyber-Crime Handling

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  • Report phishing/impersonation/loan-app clones/UPI frauds using Refyne's name to law enforcement authorities.
  • 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).
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Process Optimization & Analytics

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  • 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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