
Grievance Resolution Specialist
3 days ago
Job Opportunity: Grievance Resolution Specialist
Grievance resolution is a critical function in any organization, ensuring that customer concerns are addressed promptly and fairly. As a Grievance Officer at our company, you will play a pivotal role in maintaining our reputation by providing exceptional customer service.
The role involves managing end-to-end grievance redressal across all channels, including credit-bureau dispute resolution and acting as the single point of contact for fraud complaints involving our name. You will work closely with various teams to drive first-time resolution of customer grievances, leveraging your strong stakeholder management and communication skills.
Some key responsibilities include:
- Managing the day-to-day grievance desk on email/phone and other channels, acknowledging grievances within policy time-frames, sorting and prioritizing severity and urgency, and driving first-time resolution.
- Tracking and resolving RBI CMS/Ombudsman-related cases, maintaining evidence, root-cause, and closure notes.
- Maintaining a Board-approved Grievance Redressal Policy summary and publishing the Grievance Officer's contact details as required for NBFCs.
In addition, you will handle credit-bureau disputes and escalations, ensuring complete records for internal audit, statutory audit, and RBI inspections. You will also report phishing/impersonation/loan-app clones/UPI frauds using our name to law enforcement authorities and maintain records and logs of all such activity.
To succeed in this role, you will need 5–9 years of experience in grievance redressal, customer advocacy, and credit-bureau operations in NBFC/fintech/bank. Strong working knowledge of RBI Integrated Ombudsman Scheme (RB-IOS), CMS portal workflows, and complaint documentation is essential.
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