
Dispute Resolution Specialist
6 days ago
About the Position: The Dispute Resolution Specialist is responsible for managing disputes across all channels, ensuring timely and effective resolution of customer grievances.
This role involves leading credit-bureau dispute resolution (RTPL & RFL) and serving as a single point of contact for fraud complaints involving Refyne's name, including prompt escalation to law-enforcement/cybercrime authorities.
Main Responsibilities:- Customer Disputes: Manage day-to-day dispute desk on email/phone and other channels, acknowledge within policy TATs, prioritize severity and urgency, and drive first-time resolution with product, operations, collections, risk, and partner teams.
- Credit-Bureau Disputes & Escalations: Handle all bureau dispute issues by escalating with customers and liaising with internal teams to resolve reported complaints.
- Regulatory & Audit Compliance: Maintain complete records for internal audit, statutory audit, and RBI inspections (complaint logs, TATs, decisions, communications, evidence).
- Fraud & Cyber-Crime Management: Regularly report phishing/impersonation/loan-app clones/UPI frauds using Refyne's name to law enforcement authorities.
Key Requirements: 5–9 years in dispute resolution, customer advocacy & credit-bureau operations in NBFC/fintech/bank. Strong working knowledge of RBI Integrated Ombudsman Scheme (RB-IOS), CMS portal workflows, and complaint documentation.
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