Customer Grievance Officer

Role Overview

The Customer Grievance Officer (CGO) is tasked with addressing and resolving customer inquiries fully to prevent repeated issues and escalations. This role involves managing grievances within set timelines and acting as a vital communication link between customers and the bank’s central team.

Key Duties

• Manage complaints from customers by visiting designated locations in one or multiple districts for specified periods.
• Oversee operational activities within the assigned geographic area.
• Collect and report complaints submitted at access points, coordinating with the central team via CRM systems.
• Educate customers about the grievance redressal process, including timelines for resolution and contact information for the Principal Nodal Officer and Banking Ombudsman in their locality.
• Maintain updated knowledge of the bank’s policies about its products, terms, and conditions.
• Engage with concerned parties by phone, email, or face-to-face to resolve grievances promptly, ideally within one day, and explain escalation processes to customers when necessary.
• Prioritize complaints received from regulatory entities such as the Banking Ombudsman and Consumer Education and Protection Department of the Reserve Bank of India, as well as consumer forums.
• Promote and market the bank’s new and existing products and services to customers.
• Adhere strictly to all banking policies established by the bank's board of directors.

Candidate Profile

• Applicants should have a positive, outgoing demeanor and a strong passion for customer engagement.
• Excellent skills in communication and interpersonal relations are essential.
• Capable of working autonomously and showing initiative.
• Willingness to travel across assigned districts as required.
• Previous experience in sales or field operations is advantageous but not mandatory.