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Grievance Officer

Grievance Officer

ConfidentialBengaluru / Bangalore, India
9 days ago
Job description

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 Refyne's 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 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 & 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 experience & skills

  • 5–9 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).

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    Skills Required

    Salesforce, Apis, zendesk

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