Dispute Resolution Specialist

2 days ago

Thrissur, Kerala, India beBeeGrievance Full time ₹ 1,20,00,000 - ₹ 1,50,00,000

Job Description:

The successful candidate will be responsible for end-to-end grievance redressal across all channels, leading credit-bureau dispute resolution and acting as a single point of contact for fraud complaints.

Main Responsibilities:

  • Customer grievances (primary owner)
    • Manage the day-to-day grievance desk on email/phone and all possible channels, 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.
    • Maintain a Board-approved Grievance Redressal Policy summary and publish contact details as required.
  • Credit-bureau disputes & escalations
    • Handle all bureau dispute issues by handling the escalation with customers and liaising with internal teams to resolve complaints.
  • Regulatory & audit readiness
    • Ensure complete records for internal audit, statutory audit, and RBI inspections.
    • Share periodic MIS to leadership and surface themes and preventive actions.
  • Fraud & cyber-crime handling
    • Regularly report phishing/impersonation/loan-app clones/UPI frauds using Refyne's name to law enforcement authorities.
    • Report to National Cyber Crime Reporting Portal and coordinate with local cyber police/CID and legal for FIR/zero-FIR where applicable. Maintain records and logs of all such activity.

Required Skills & Qualifications:

  • 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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