Customer Experience Champion

5 days ago

Varanasi, Uttar Pradesh, India beBeeGrievance Full time ₹ 12,00,000 - ₹ 27,00,000
Job Overview

We are seeking a seasoned professional to join our team as a Grievance Resolution Specialist.

The ideal candidate will have a strong background in grievance redressal, customer advocacy, and credit-bureau operations in the NBFC/fintech/bank sector.

Key Responsibilities
  • Manage customer grievances, acknowledging within policy turnaround times (TATs), sorting and prioritizing severity and urgency, and driving first-time resolution with product, operations, collections, risk, and partner teams.
  • Track and resolve RBI CMS/Ombudsman-related cases, managing 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.
Credit-Bureau Disputes and Escalations
  • Handle all bureau dispute issues by handling escalations with customers and liaising with internal teams to resolve complaints reported.
Regulatory and Audit Readiness
  • Ensure complete records for internal audit, statutory audit, and RBI inspections (complaint logs, TATs, decisions, communications, evidence).
  • Share periodic management information systems (MIS) to leadership and surface themes and preventive actions (product changes, controls, new standard operating procedures, etc).
Fraud and Cyber-Crime Handling (Refyne Brand Misuse)
  • Regularly report 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 and Analytics
  • Define and track grievance service level agreements (SLAs) (acknowledgement, resolution), first-call resolution (FCR), reopen rate, bureau correction TAT, repeat root causes, and Ombudsman incidence.
  • Build dashboards, run monthly root cause analysis and corrective action plans, drive policy/UX changes to reduce inflow.
Requirements
  • 5–9 years of experience in grievance redressal, customer advocacy & credit-bureau operations 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).
Benefits
  • Opportunity to work in a dynamic fintech company.
  • Chance to develop skills in grievance redressal and customer experience.
  • Collaborative team environment.
Why You Will Love This Role
  • Contribute to creating a positive customer experience.
  • Grow professionally and personally in a supportive environment.
  • Develop skills in data analysis and process improvement.

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