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Grievance Resolution Specialist

2 weeks ago

Ahmedabad, Gujarat, India beBeeCompliance Full time ₹ 1,20,00,000 - ₹ 1,50,00,000
Job Title: Grievance Officer

We are seeking a highly skilled and experienced professional to join our team as a Grievance Officer. As a key member of our organization, you will play a critical role in managing customer grievances, prioritizing severity and urgency, and driving first-time resolution with product, operations, collections, risk, and partner teams.

Key Responsibilities:
  • Manage customer complaints, identify root causes, and implement effective solutions to prevent future issues.
  • Track and resolve RBI CMS/Ombudsman-related cases, manage evidence, root-cause analysis, and closure notes.
  • Handle credit-bureau disputes and escalations by liaising with internal teams to resolve reported complaints.
  • Ensure complete records for internal audit, statutory audit, and RBI inspections (complaint logs, TATs, decisions, communications, evidence).
  • Regular reporting of phishing/impersonation/loan-app clones/UPI frauds using Refyne's name to law enforcement authorities.
Requirements:
  • A minimum of 5–9 years of experience in grievance redressal, customer advocacy & credit-bureau operations in NBFC/fintech/bank.
  • Strong working knowledge of RBI Integrated Ombudsman Scheme (RB-IOS), CMS portal workflows, and complaint documentation.
  • Excellent stakeholder management and strong communication skills, both oral and written.