Conflict Resolution Specialist

2 weeks ago

Bengaluru, Karnataka, India beBeeConflictResolution Full time ₹ 9,00,000 - ₹ 15,00,000
Job Title: Conflict Resolution Specialist

The primary objective of this role is to effectively manage and resolve customer complaints while maintaining a high level of transparency and compliance with regulatory guidelines.

Main Responsibilities:
  • Grievance Management:
    • Acknowledge, investigate, and resolve customer complaints within the prescribed timeframe.
    • Develop and maintain a robust grievance redressal system to track, monitor, and close complaints.
    • Communicate resolution outcomes to customers in a clear and empathetic manner.
  • Regulatory Compliance:
    • Ensure adherence to RBI and other regulatory body guidelines on grievance redressal and customer interactions.
    • Maintain up-to-date knowledge of changing regulatory requirements and update grievance processes accordingly.
    • Prepare reports for regulatory audits and internal reviews.
  • Customer Communication:
    • Act as the primary point of contact for escalated customer complaints.
    • Provide timely updates to customers on their grievance status.
    • Draft professional communication for grievance closures.
  • Operational Oversight:
    • Collaborate with internal teams to resolve complaints.
    • Analyze complaint trends to identify process gaps and suggest improvements.
    • Conduct training sessions for teams on grievance handling and customer interaction best practices.
  • Documentation and Reporting:
    • Maintain detailed records of all grievances and their resolution.
    • Generate reports on grievance metrics, including root cause analysis and resolution rates.
    • Present actionable insights to management for policy and process enhancement.
  • Stakeholder Collaboration:
    • Liaise with legal and compliance teams for complaints involving legal implications.
    • Work closely with partner institutions to address grievances involving multiple stakeholders.

About This Role

This position requires strong analytical, problem-solving, and communication skills. The ideal candidate will have experience in conflict resolution, customer service, or a related field, and be able to work effectively in a team environment.

Key Requirements:

  • Strong understanding of regulatory guidelines and compliance procedures.
  • Excellent communication and interpersonal skills.
  • Ability to analyze complex issues and develop effective solutions.
  • Experience in conflict resolution, customer service, or a related field.
  • Strong analytical and problem-solving skills.

Benefits:

This role offers a competitive salary, opportunities for career growth and development, and a dynamic work environment.

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