
Grievance Resolution Specialist
4 days ago
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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