Senior Dispute Resolution Expert

4 days ago

Cochin, Kerala, India beBeeDispute Full time ₹ 7,99,000 - ₹ 14,99,000

Job Summary:

Dispute Resolution Specialist

Our organization is seeking an experienced Dispute Resolution Specialist to lead our end-to-end grievance redressal process across all channels. This role involves managing customer grievances from day-to-day, prioritizing severity and urgency, and driving first-time resolution with product, operations, collections, risk, and partner teams.

Key Responsibilities:

  • Manage customer complaints effectively, ensuring timely escalation to law-enforcement/cybercrime authorities as required.
  • Track and resolve RBI CMS/Ombudsman-related cases, maintain evidence, root-cause analysis, and closure notes.
  • Develop and maintain a Board-approved Grievance Redressal Policy summary on our website/app and publish the Dispute Resolution Specialist's contact details as necessary for regulatory compliance.
  • Handle all bureau dispute issues by escalating with customers and liaising with internal teams to resolve reported complaints.
  • Ensure complete records for internal audit, statutory audit, and RBI inspections (complaint logs, TATs, decisions, communications, evidence).
  • Share periodic management information to leadership and identify themes and preventive actions (product changes, controls, new SOPs, etc).
  • Regularly report phishing/impersonation/loan-app clones/UPI frauds using our 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.
  • Collaborate with InfoSec to run awareness and hardening initiatives (KYC abuse, mule-accounts, social engineering patterns).
  • Define and track grievance service level agreements (SLAs) (acknowledgement, resolution), first contact resolution (FCR), reopen rate, bureau correction time-to-resolution, repeat root causes, and Ombudsman incidence.
  • Develop dashboards, conduct monthly root cause analysis and corrective action plans, drive policy/user experience changes to reduce inflow.

Requirements:

  • 5–9 years in dispute resolution, customer advocacy & credit-bureau operations 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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