Chief Complaint Resolution Specialist

3 days ago

Dombivli, Maharashtra, India beBeeGrievance Full time ₹ 75,00,000 - ₹ 1,50,00,000
Job Title: Grievance Officer

This is a key role within the organization that requires someone to be responsible for end-to-end grievance redressal across all channels.

Key Responsibilities:
  • Customer Grievances (Primary Owner):
    • Run the day-to-day grievance desk on email/phone and other channels, acknowledge within policy TATs, sort and prioritize 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.
  • 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 (Refyne Brand Misuse):
    • 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.

The ideal candidate should have excellent communication and problem-solving skills.

They should also have experience in handling customer grievances and disputes.

Additionally, they should have knowledge of regulatory requirements and industry standards.

It would be beneficial if they have experience with data analysis and process improvement.

Our organization offers a competitive salary and benefits package.

We are an equal opportunities employer and welcome applications from diverse candidates.

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