Chief Complaint Resolution Specialist

4 days ago

Mangalore, Karnataka, India beBeeComplaint Full time ₹ 10,45,000 - ₹ 24,95,000
Job Title

An accomplished professional sought to spearhead grievance redressal for a leading financial institution. If you have experience in credit-bureau operations, customer advocacy, and process excellence, this may be the ideal opportunity for you.

About the Role:

  • The successful candidate will lead end-to-end grievance redressal for all channels, including email, phone, and other mediums.

  • They will act as the single point of contact for fraud complaints involving the company's name and drive timely escalation to law-enforcement/cybercrime authorities.

  • This role requires the ability to run day-to-day grievance desks, acknowledge complaints within policy turnaround times, sort and prioritise severity and urgency, and drive first-time resolution with product, ops, collections, risk, and partner teams.

About Us

We are seeking a highly skilled and experienced professional to join our team. The ideal candidate will have a strong working knowledge of RBI Integrated Ombudsman Scheme (RB-IOS), CMS portal workflows, and complaint documentation.

Key Responsibilities:

  • Track and resolve RBI CMS/Ombudsman-related cases, manage evidence, root-cause, and closure notes.

  • Maintain a Board-approved Grievance Redressal Policy summary on website/app and publish the Grievance Officer's contact details as required for NBFCs.

  • Handle all bureau dispute issues by handling the escalation with customers and liaising with internal teams to resolve the complaint reported.

Required Experience & Skills

To be considered for this position, you must have at least 5-9 years of experience in grievance redressal, customer advocacy, and credit-bureau operations in NBFC/fintech/bank. You should also possess excellent stakeholder management and strong communication skills, both oral and written.

Technical Requirements:

  • CRM/Ticketing (Freshdesk/Zendesk/Salesforce) expertise is necessary.

  • Familiarity with RBI CMS portal and NCRP (cybercrime.gov.in) is required.

  • Bureau portals/APIs (CIBIL/Experian/Equifax/CRIF) experience is a plus.

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