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Dispute Resolution Specialist

3 weeks ago

Bikaner, Rajasthan, India beBeeGrievance Full time ₹ 1,50,00,000 - ₹ 2,00,00,000

Job Title: Grievance Resolution Professional

About the Role

We are seeking a highly skilled and experienced Grievance Resolution Professional to join our team. The successful candidate will be responsible for managing customer grievances, leading credit-bureau dispute resolution, and acting as the single point of contact for fraud complaints.

Main Responsibilities
  • Manage customer grievances, acknowledging within policy TATs, sorting and prioritizing severity and urgency, and driving 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 on website/app and publish the Grievance Officer's contact details as required for NBFCs.
Credit-Bureau Disputes & Escalations
  • Handle all bureau dispute issues by handling the escalation with customers and liaising with internal teams to resolve the complaint reported.
Regulatory Compliance & Audit Readiness
  • Ensure complete records for internal audit, statutory audit, and RBI inspections (complaint logs, TATs, decisions, communications, evidence).
  • Share periodic MIS to leadership and surface themes and preventive actions (product changes, controls, new SOPs, etc)
Fraud & Cyber-Crime Handling (Refyne Brand Misuse)
  • Regular reporting of phishing/impersonation/loan-app clones/UPI frauds using Refyne's name to law enforcement authorities.
  • Report to 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 (KYC abuse, mule-accounts, social engineering patterns).
Process Excellence & Analytics
  • Define and track grievance SLAs (acknowledgement, resolution), FCR, reopen rate, bureau correction TAT, repeat root causes, and Ombudsman incidence.
  • Build dashboards, run monthly RCA and CAPA, drive policy/UX changes to reduce inflow.

This is a challenging role that requires strong stakeholder management, excellent communication skills, and a working knowledge of RBI Integrated Ombudsman Scheme (RB-IOS), CMS portal workflows, and complaint documentation.