
Grievance Resolution Specialist
2 days ago
Job Role
We are seeking a highly skilled and experienced Grievance Resolution Specialist to join our team.
The ideal candidate will have a strong background in grievance redressal, customer advocacy, and credit-bureau operations. They will be responsible for managing end-to-end grievance resolution across all channels, including email, phone, and other possible channels.
Main Responsibilities
- Credit-Bureau Disputes & Escalations: The successful candidate will handle all bureau dispute issues by sorting and prioritizing severity and urgency, and driving first-time resolution with internal teams.
- Customer Grievances: They will run the day-to-day grievance desk, acknowledging complaints within defined timeframes, and driving first-time resolution with product, ops, collections, risk, and partner teams.
- Regulatory Compliance: The candidate will ensure complete records for internal audit, statutory audit, and regulatory inspections (complaint logs, timeframes, decisions, communications, evidence).
- Fraud & Cyber-Crime Handling: They will report phishing/impersonation/loan-app clones/UPI frauds using our name to law enforcement authorities, maintaining records and logs of all such activity.
Requirements
- A minimum of 5-9 years of experience in grievance redressal, customer advocacy & credit-bureau operations in financial institutions.
- Strong working knowledge of regulatory schemes, CRM/Ticketing tools, and complaint documentation.
- Excellent stakeholder management and strong communication skills, both oral and written.
- Proficiency in relevant software applications and systems.
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