Grievance Officer

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.

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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).