Complaint Resolution Specialist

4 days ago

Vizag, Andhra Pradesh, India beBeeGrievance Full time ₹ 80,00,000 - ₹ 1,20,00,000
Job Overview
This role involves overseeing end-to-end grievance redressal for all channels across Refyne, leading credit-bureau dispute resolution, and acting as the single point of contact for fraud complaints involving Refyne's name. The individual will be responsible for timely escalation to law-enforcement/cybercrime authorities.

The key responsibilities include customer grievances, where the primary owner runs the day-to-day grievance desk on email/phone and other possible channels, acknowledges within policy TATs, sorts and prioritizes severity and urgency, and drives first-time resolution with product, ops, collections, risk, and partner teams.

Credit-bureau disputes & escalations involve handling all bureau dispute issues by escalating with customers and liaising with internal teams to resolve the complaint reported. Regulatory & audit readiness requires ensuring complete records for internal audit, statutory audit, and RBI inspections (complaint logs, TATs, decisions, communications, evidence). Regular reporting of phishing/impersonation/loan-app clones/UPI frauds using Refyne's name to law enforcement authorities is also a part of this role.

Process excellence & analytics involve defining and tracking grievance SLAs (acknowledgement, resolution), FCR, reopen rate, bureau correction TAT, repeat root causes, and Ombudsman incidence. Building dashboards, running monthly RCA and CAPA, driving policy/UX changes to reduce inflow are some of the tasks involved in this role.

This position requires 5–9 years of experience in grievance redressal, customer advocacy & credit-bureau ops in NBFC/fintech/bank. A strong working knowledge of RBI Integrated Ombudsman Scheme (RB-IOS), CMS portal workflows, and complaint documentation is essential. Excellent stakeholder management and strong communication skills, both oral and written are required.

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