Dispute Management Executive - Customer Support and Resolution

Operations Team Member-SUPPORT SERVICES-Operations Solution Group

Dispute Handling Management

Job Summary:

• The Dispute Management Executive is responsible for overseeing and resolving disputes in a timely and effective manner.
• The role involves assessing complaints, coordinating with various departments, and facilitating communication between stakeholders to ensure satisfactory resolutions.

Key Responsibilities:

• Dispute Resolution: 
  • Investigate, analyze and resolve disputes related to Digital payments and Card payments and transactions.
• Customer Communication:
• Serve as the primary point of contact for handling disputes raised through bank’s CRM (Customer Resolution Management) tool.
• Take follow-up actions in accordance with the set TAT and company policies.
• Collaboration:
• Work closely with legal, compliance, and operational team to gather information and support dispute resolutions.
• Policy Improvement: 
• Identify trends in disputes and provide feedback to improve processes, policies, and training.
• Reporting:
• Generate regular reports on dispute metrics, resolutions, and areas of improvement.

Qualification & Experience:

• Any Graduate/Post Graduate Degree with certified University.
• Minimum 1 year experience in customer handling process
• Strong analytical and problem-solving skills
• Excellent communication and written skills
• Ability to work independently and as part of a team

Experience Level

Entry Level