5.0 - 9.0 years

0 Lacs

bengaluru, karnataka, india

On-site

Role overview Own end-to-end grievance redressal for Refyne across all channels. Lead credit-bureau dispute resolution (RTPL & RFL) and act as the single point of contact for fraud complaints involving Refynes name, including timely escalation to law-enforcement/cybercrime authorities. Location: Bengaluru Function: Customer Experience & Compliance Reporting to: Head CX Type: Full-time Key responsibilities Customer grievances (primary owner) 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. 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 Officers 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 & 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 Refynes 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 experience & skills 59 years in grievance redressal, customer advocacy & credit-bureau ops in NBFC/fintech/bank. Strong working knowledge of RBI Integrated Ombudsman Scheme (RB-IOS), CMS portal workflows, and complaint documentation. Excellent stakeholder management and strong communication skills, both oral and written CRM/Ticketing (Freshdesk/Zendesk/Salesforce), RBI CMS portal, NCRP (cybercrime.gov.in), bureau portals/APIs (CIBIL/Experian/Equifax/CRIF). Show more Show less

Posted 6 days ago

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