Dispute Resolution Specialist

22 hours ago

Malappuram, Kerala, India beBeeDispute Full time ₹ 12,00,000 - ₹ 20,00,000

Job Title: Dispute Resolution Specialist

Role Overview

The Dispute Resolution Specialist is responsible for handling end-to-end dispute resolution across all channels, including credit-bureau disputes and fraud complaints. This role requires timely escalation to regulatory authorities.

Key Responsibilities:

  • Customer Disputes: Manage day-to-day dispute desk on email/phone and other channels, acknowledge within policy timelines, sort and prioritise 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 handling the escalation with customers and liaising with internal teams to resolve the complaint reported.
  • Regulatory Compliance: Ensure complete records for internal audits, statutory audits, and regulatory inspections (dispute logs, timelines, decisions, communications, evidence).
  • Fraud & Cyber-Crime Handling: Regular reporting of phishing/impersonation/loan-app clones/UPI frauds using our name to law enforcement authorities.

Required Experience & Skills:

  • 5–9 years in dispute resolution, customer advocacy & credit-bureau operations in financial services.
  • Strong working knowledge of regulatory schemes, portal workflows, and dispute documentation.
  • Excellent stakeholder management and strong communication skills, both oral and written.
  • CRM/Ticketing (Freshdesk/Zendesk/Salesforce), regulatory portals/APIs (CIBIL/Experian/Equifax/CRIF).

Qualifications:

  • Postgraduate degree in a relevant field.
  • Relevant certifications in dispute resolution or regulatory compliance.

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