
Customer Complaint Resolution Expert
2 days ago
This role involves overseeing the entire complaint resolution process across various channels, including credit-bureau dispute resolution. The specialist will act as the single point of contact for fraud complaints and ensure timely resolutions.
Key Responsibilities:
- Manage customer complaints by operating a daily grievance desk on email/phone and other channels, acknowledging issues within policy timelines, prioritizing severity and urgency, and resolving them with internal teams.
- Track and resolve RBI CMS/Ombudsman-related cases, maintain evidence, root cause, and closure notes.
- Maintain a Board-approved Grievance Redressal Policy summary and publish the Complaint Resolution Specialist's contact details as required for NBFCs.
- Handle credit-bureau disputes by escalating issues with customers and collaborating with internal teams to resolve complaints.
- Ensure complete records for internal audit, statutory audit, and RBI inspections (complaint logs, TATs, decisions, communications, evidence).
- Report phishing/impersonation/loan-app clones/UPI frauds using our name to law enforcement authorities and maintain records and logs of such activity.
Requirements:
- 5–9 years of experience in complaint 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.
- CRM/Ticketing (Freshdesk/Zendesk/Salesforce), RBI CMS portal, NCRP (cybercrime.gov.in), bureau portals/APIs (CIBIL/Experian/Equifax/CRIF).
Location: Anand, India
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