Customer Complaint Responder

2 days ago

Vijayawada, Andhra Pradesh, India beBeeResolution Full time ₹ 9,00,000 - ₹ 12,50,000
Complaint Resolution Specialist

This role involves end-to-end complaint resolution for a leading fintech company across all channels, leading credit-bureau dispute resolution and acting as the single point of contact for fraud complaints involving the company's name.

Key Responsibilities:

  • Manage customer complaints, ensuring timely acknowledgement and resolution through collaboration with product, operations, collections, risk, and partner teams.
  • Resolve regulatory body-related cases, maintain evidence and closure notes, and publish grievance redressal policy on the website/app as required.

Credit-bureau Disputes & Escalations

  • Handle all bureau dispute issues by escalating with customers and liaising with internal teams to resolve reported complaints.

Regulatory & Audit Readiness

  • Ensure complete records for internal audit, statutory audit, and regulatory inspections, including complaint logs, TATs, decisions, communications, and evidence.
  • Share periodic MIS reports to leadership, identifying themes and preventive actions (product changes, controls, new SOPs, etc).

Fraud & Cyber-crime Handling

  • Regularly report phishing/impersonation/loan-app clones/UPI frauds using the company's name to law enforcement authorities.
  • Coordinate with local cyber police/CID and legal for FIR/zero-FIR where applicable, maintaining records and logs of such activity.
  • Work with InfoSec to implement awareness and hardening measures against KYC abuse, mule-accounts, and social engineering patterns.

Process Excellence & Analytics

  • Define and track complaint SLAs (acknowledgement, resolution), FCR, reopen rate, bureau correction TAT, repeat root causes, and regulatory incidence.
  • Build dashboards, conduct monthly RCA and CAPA, driving policy/UX changes to reduce inflow.

Required Skills and Qualifications:

  • 5–9 years in complaint redressal, customer advocacy & credit-bureau ops in fintech/bank.
  • Strong working knowledge of regulatory schemes, workflows, and complaint documentation.
  • Excellent stakeholder management and strong communication skills, both oral and written.
  • Proficiency in CRM/Ticketing (Freshdesk/Zendesk/Salesforce), regulatory portals/APIs (CIBIL/Experian/Equifax/CRIF).
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