
Complaint Resolution Specialist
14 hours ago
Job Role Overview
The primary objective of this role is to manage end-to-end grievance redressal across various channels. This includes leading dispute resolution for credit bureaus and acting as a point of contact for fraud complaints involving the organization.
Main Responsibilities:
- Customer Grievances: Operate a daily grievance desk on email/phone and other communication channels, acknowledge within set timeframes, sort and prioritize based on severity and urgency, and drive first-time resolution with product, operations, collections, risk, and partner teams.
- Credit-Bureau Disputes & Escalations: Handle all bureau dispute issues by communicating with customers and collaborating with internal teams to resolve reported complaints.
- Regulatory Compliance: Ensure complete records for internal audit, statutory audit, and regulatory inspections (complaint logs, timeframes, decisions, communications, evidence).
- Fraud Detection & Reporting: Regularly report phishing/impersonation/loan-app clones/UPI frauds using the organization's name to law enforcement authorities.
Required Experience & Skills:
- 5-9 years in grievance management, customer advocacy & credit-bureau operations in financial institutions.
- Strong working knowledge of regulatory frameworks, complaint documentation, and stakeholder management.
- Excellent interpersonal and communication skills, both oral and written.
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