Dispute Resolution Specialist

1 day ago

Palakkad, Kerala, India beBeeGrievance Full time ₹ 80,00,000 - ₹ 1,20,00,000

Job Opportunity: Grievance Officer

We are seeking a skilled and detail-oriented individual to fill the role of Grievance Officer. In this position, you will be responsible for managing end-to-end grievance redressal across all channels.

You will lead credit-bureau dispute resolution, act as the single point of contact for fraud complaints, and run day-to-day grievance desk operations. Your responsibilities will also include acknowledging complaints within policy timelines, sorting and prioritizing severity and urgency, and driving first-time resolution with internal teams.

You will track and resolve RBI CMS/Ombudsman-related cases, manage evidence, root-cause, and closure notes. Additionally, you will maintain a Board-approved Grievance Redressal Policy summary on our website/app and publish your contact details as required for NBFCs.

Key Responsibilities:
  • Credit-Bureau Disputes & Escalations: Handle all bureau dispute issues by escalating with customers and liaising with internal teams to resolve complaints.
  • Regulatory & Audit Readiness: Ensure complete records for internal audit, statutory audit, and RBI inspections (complaint logs, TATs, decisions, communications, evidence).
  • Fraud & Cyber-Crime Handling: Regularly report phishing/impersonation/loan-app clones/UPI frauds using our name to law enforcement authorities.
Requirements:
  • A minimum of 5–9 years of experience in grievance redressal, customer advocacy & credit-bureau ops 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.

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