Chief Complaint Resolution Specialist

3 days ago

Salem, Tamil Nadu, India beBeeCompliance Full time ₹ 1,00,00,000 - ₹ 1,50,00,000
About the Role

The Grievance Officer is responsible for leading end-to-end grievance redressal across all channels.

  • Owns credit-bureau dispute resolution, including timely escalation to law-enforcement/cybercrime authorities.
Key Responsibilities
  1. Run day-to-day grievance desk on email/phone and in fact all possible channels: acknowledge within policy TATs, sort and prioritise severity and urgency, and drive first-time resolution with product, ops, collections, risk, and partner teams.
  2. Track and resolve RBI CMS/Ombudsman-related cases, manage evidence, root-cause, and closure notes.
  3. Maintain a Board-approved Grievance Redressal Policy summary on website/app and publish the Grievance Officer's contact details as required for NBFCs.
Regulatory & 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.
Required Skills & Qualifications
  1. 5–9 years in grievance redressal, customer advocacy & credit-bureau ops in NBFC/fintech/bank.
  2. Strong working knowledge of RBI Integrated Ombudsman Scheme (RB-IOS), CMS portal workflows, and complaint documentation.
  3. Excellent stakeholder management and strong communication skills, both oral and written
  4. CRM/Ticketing (Freshdesk/Zendesk/Salesforce), RBI CMS portal, NCRP (cybercrime.gov.in), bureau portals/APIs (CIBIL/Experian/Equifax/CRIF).

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