Dispute Resolution Specialist

2 days ago

Belgaum, Karnataka, India beBeeDispute Full time ₹ 1,50,00,000 - ₹ 2,50,00,000
Job Title: Dispute Resolution Specialist

Refyne is seeking a highly skilled Dispute Resolution Specialist to lead its end-to-end grievance redressal process. This role involves managing all channels, including email, phone, and other platforms, to resolve customer complaints efficiently.

The successful candidate will be responsible for timely escalation of disputes to law-enforcement authorities, customer grievances, credit-bureau disputes, and regulatory matters. They will also ensure that the company remains compliant with all relevant regulations and audit requirements.

This role requires strong stakeholder management skills, excellent communication abilities, and a deep understanding of CRM systems, RBI CMS portal workflows, and complaint documentation.

Responsibilities:
  • Manage a day-to-day grievance desk on email/phone and other channels, acknowledging customer complaints within policy timelines, sorting and prioritizing severity and urgency, and driving first-time resolution with internal teams.
  • Track and resolve RBI CMS/Ombudsman-related cases, manage evidence, root-cause analysis, and closure notes.
  • Maintain a summary of the Grievance Redressal Policy on the website and app, and publish the Dispute Resolution Specialist's contact details as required.
  • Handle all bureau dispute issues by escalating with customers and liaising with internal teams to resolve complaints.
  • Ensure complete records for internal audits, statutory audits, and RBI inspections (complaint logs, TATs, decisions, communications, evidence).
  • Share periodic MIS reports with leadership and identify themes and preventive actions (product changes, controls, new SOPs, etc).
  • Report phishing/impersonation/loan-app clones/UPI frauds using Refyne's name to law enforcement authorities.
  • Coordinate with local cyber police/CID and legal for FIR/zero-FIR where applicable, and maintain records and logs of all such activity.
  • Work with InfoSec to run awareness and hardening initiatives (KYC abuse, mule-accounts, social engineering patterns).
  • Define and track grievance SLAs (acknowledgement, resolution), FCR, reopen rate, bureau correction TAT, repeat root causes, and Ombudsman incidence.
  • Build dashboards, run monthly RCA and CAPA, and drive policy/UX changes to reduce inflow.
Requirements:
  • 5–9 years 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.
  • CRM/Ticketing (Freshdesk/Zendesk/Salesforce), RBI CMS portal, NCRP (cybercrime.gov.in), bureau portals/APIs (CIBIL/Experian/Equifax/CRIF).

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