Complaint Resolution Specialist

23 hours ago

Madurai, Tamil Nadu, India beBeeComplaint Full time ₹ 12,00,000 - ₹ 15,00,000

Job Title: Complaint Resolution Specialist

About the Role

We are seeking an experienced Complaint Resolution Specialist to lead end-to-end complaint handling across all channels. The successful candidate will be responsible for managing credit-bureau dispute resolution and acting as a single point of contact for fraud complaints involving our company's name, including timely escalation to law-enforcement/cybercrime authorities.

The ideal candidate will have 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, are essential for this role.

Key Responsibilities
  • Managing day-to-day complaint desk on email/phone and other channels, acknowledging within policy TATs, sorting and prioritizing severity and urgency, and driving first-time resolution with product, ops, collections, risk, and partner teams.
  • Tracking and resolving RBI CMS/Ombudsman-related cases, managing evidence, root-cause, and closure notes.
  • Maintaining a Board-approved Grievance Redressal Policy summary on website/app and publishing the Complaint Resolution Specialist's contact details as required for NBFCs.
Additional Responsibilities
  • Handling all bureau dispute issues by escalating with customers and liaising with internal teams to resolve the complaint reported.

The Complaint Resolution Specialist will ensure complete records for internal audit, statutory audit, and RBI inspections (complaint logs, TATs, decisions, communications, evidence).

The Complaint Resolution Specialist will work closely with InfoSec to run awareness and hardening (KYC abuse, mule-accounts, social engineering patterns) and will define and track complaint SLAs (acknowledgement, resolution), FCR, reopen rate, bureau correction TAT, repeat root causes, and Ombudsman incidence.

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