Dispute Resolution Specialist

2 weeks ago


Kurnool, Andhra Pradesh, India beBeeDispute Full time ₹ 90,00,000 - ₹ 1,20,00,000
Job Title: Dispute Resolution Specialist

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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