
Dispute Resolution Specialist
2 weeks ago
Job Overview:
A highly skilled Dispute Resolution Specialist is needed to handle end-to-end grievance redressal across all channels. This includes leading credit-bureau dispute resolution and acting as the single point of contact for fraud complaints.
Key Responsibilities:
- Customer Grievances:
- Manage day-to-day grievances through email/phone and other channels, acknowledging and resolving issues in a timely manner.
- Track and resolve RBI CMS/Ombudsman-related cases, maintaining evidence and closure notes.
- Evaluate compliance with regulatory policies and ensure adherence to established procedures.
- Credit-Bureau Disputes & Escalations:
- Handle all bureau dispute issues by escalating with customers and liaising with internal teams to resolve complaints.
- Regulatory Compliance & Audit Readiness:
- Maintain complete records for internal audit, statutory audit, and regulatory inspections, including complaint logs, TATs, decisions, communications, and evidence.
- Provide regular MIS reports to leadership, highlighting key themes and areas for improvement.
- Fraud & Cyber-Crime Handling:
- Report phishing/impersonation/loan-app clones/UPI frauds using our name to law enforcement authorities.
- Coordinate with local cyber police/CID and legal for FIR/zero-FIR where applicable.
- Collaborate with InfoSec to run awareness and hardening initiatives.
- Process Excellence & Analytics:
- Define and track key performance indicators (KPIs) such as grievance SLAs (acknowledgement, resolution), FCR, reopen rate, bureau correction TAT, repeat root causes, and Ombudsman incidence.
- Benchmark dashboards and drive policy/UX changes to reduce inflow.
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