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Dispute Resolution Specialist

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Job 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 timely escalation to authorities.

Key Responsibilities
  • Manage customer grievances, including sorting and 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 summary of the Grievance Redressal Policy on website/app and publish the Grievance Officer's contact details as required.
  • Handle all bureau dispute issues by escalating with customers and liaising with internal teams to resolve reported complaints.
  • Ensure complete records for audit and inspections (complaint logs, TATs, decisions, communications, evidence).
  • Share periodic MIS to leadership and surface themes and preventive actions.
  • 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).
  • 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, CMS portal workflows, and complaint documentation.
  • Excellent stakeholder management and strong communication skills.
  • CRM/Ticketing (Freshdesk/Zendesk/Salesforce), RBI CMS portal, NCRP (cybercrime.gov.in), bureau portals/APIs (CIBIL/Experian/Equifax/CRIF).