Dispute Resolution Manager

3 days ago

Pune, Maharashtra, India beBeeGrievance Full time ₹ 90,00,000 - ₹ 1,20,00,000
Job Description

Grievance Resolution Specialist

This role involves owning the end-to-end grievance redressal process for Refyne across all channels.

  • Lead credit-bureau dispute resolution and act as the single point of contact for fraud complaints involving Refyne's name.

Key Responsibilities:

  • Run day-to-day grievance desk on email/phone and in fact all possible channels, acknowledge within policy TATs, sort and prioritise severity and urgency, and drive first-time resolution with product, ops, collections, risk, and partner teams.
  • 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.

Credit-Bureau Disputes & Escalations:

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

Regulatory & Audit Readiness:

  • Ensure complete records for internal audit, statutory audit, and RBI inspections (complaint logs, TATs, decisions, communications, evidence).
  • Share periodic MIS to leadership and surface themes and preventive actions (product changes, controls, new SOPs, etc)

Fraud & Cyber-Crime Handling:

  • Regular reporting of phishing/impersonation/loan-app clones/UPI frauds using Refyne's name to law enforcement authorities.
  • Report to National Cyber Crime Reporting Portal and helpline 1930, coordinate with local cyber police/CID and legal for FIR/zero-FIR where applicable. Maintain records and logs of all such activity.
  • Work with InfoSec to run awareness and hardening (KYC abuse, mule-accounts, social engineering patterns).

Process Excellence & Analytics:

  • 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, drive policy/UX changes to reduce inflow.

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