End-to-End Grievance Manager

24 hours ago

Jaipur, Rajasthan, India beBeeDispute Full time ₹ 10,00,000 - ₹ 20,00,000

**Grievance Resolution Specialist**

We are seeking a skilled professional to manage end-to-end grievance redressal across all channels. As a Grievance Officer, you will be responsible for leading credit-bureau dispute resolution and acting as the single point of contact for fraud complaints involving our company's name.

**Key Responsibilities:**

  • Run day-to-day grievance desk on email/phone and other possible channels, acknowledging issues within policy turnaround times (TATs), sorting and prioritizing severity and urgency, and driving first-time resolution with internal teams.
  • Track and resolve RBI CMS/Ombudsman-related cases, managing evidence, root-cause, and closure notes.

**Credit-Bureau Disputes & Escalations:**

  • Handle all bureau dispute issues by escalating with customers and liaising with internal teams to resolve complaints reported.

**Regulatory & Audit Readiness:**

  • Ensure complete records for internal audit, statutory audit, and RBI inspections (complaint logs, TATs, decisions, communications, evidence).
  • Share periodic Management Information System (MIS) reports to leadership, surfacing themes and preventive actions (product changes, controls, new Standard Operating Procedures, etc).

**Fraud & Cyber-Crime Handling:**

  • Regularly report phishing/impersonation/loan-app clones/UPI frauds using our company's name to law enforcement authorities.
  • Report to the 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 programs (KYC abuse, mule-accounts, social engineering patterns).

**Process Excellence & Analytics:**

  • Define and track grievance SLAs (acknowledgement, resolution), First Contact Resolution (FCR), reopen rate, bureau correction TAT, repeat root causes, and Ombudsman incidence.
  • Build dashboards, run monthly Root Cause Analysis (RCA) and Corrective Action Plans (CAPA), drive policy/user experience changes to reduce inflow.

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