
Dispute Resolution Specialist
2 days ago
Job Overview
The Grievance Officer role serves as the end-to-end grievance redressal point for all channels, encompassing timely escalation to law-enforcement/cybercrime authorities in cases involving fraud complaints.
This position demands strong stakeholder management and excellent communication skills, both oral and written, to effectively address customer grievances and ensure regulatory & audit readiness.
The ideal candidate will possess 5–9 years of experience in grievance redressal, customer advocacy & credit-bureau operations within NBFC/fintech/bank sectors, along with a strong working knowledge of regulatory schemes and complaint documentation.
Key Responsibilities:
- Customer Grievances: Manage day-to-day grievance desk on email/phone and all possible channels, acknowledge within policy TATs, sort and prioritise severity and urgency, and drive first-time resolution with product, ops, collections, risk, and partner teams.
- 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 regulatory inspections (complaint logs, TATs, decisions, communications, evidence).
- Fraud & Cyber-Crime Handling: Regular reporting of phishing/impersonation/loan-app clones/UPI frauds using company's name to law enforcement authorities.
Process Excellence & Analytics:
- Grievance SLAs: Define and track grievance SLAs (acknowledgement, resolution), FCR, reopen rate, bureau correction TAT, repeat root causes, and Ombudsman incidence.
- Dashboards & RCA: Build dashboards, run monthly RCA and CAPA, drive policy/UX changes to reduce inflow.
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