Grievance Resolution Specialist

4 days ago


Thoothukudi, Tamil Nadu, India beBeeGrievance Full time ₹ 1,50,00,000 - ₹ 2,50,00,000
Grievance Resolution Specialist

Job Description:

We are seeking a highly skilled Grievance Resolution Specialist to own end-to-end grievance redressal for our organization across all channels. This includes leading credit-bureau dispute resolution and acting as the single point of contact for fraud complaints.

Key Responsibilities:

  • Manage customer grievances, 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.

Requirements:

  • 5–9 years in grievance redressal, customer advocacy & credit-bureau ops in NBFC/fintech/bank.
  • Strong working knowledge of RBI Integrated Ombudsman Scheme (RB-IOS), CMS portal workflows, and complaint documentation.
  • Excellent stakeholder management and strong communication skills, both oral and written.
  • CRM/Ticketing (Freshdesk/Zendesk/Salesforce), RBI CMS portal, NCRP (cybercrime.gov.in), bureau portals/APIs (CIBIL/Experian/Equifax/CRIF).

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