Customer Grievance Officer

Role Overview

The Customer Grievance Officer will be responsible for handling customer concerns in the district, ensuring issues are addressed within the defined process and agreed timelines. The role also involves strengthening customer engagement, spreading financial awareness, and supporting customers in understanding suitable banking products and services.

Key Responsibilities

• Be available according to the monthly district-wise deployment plan.
• Follow the prescribed complaint and query resolution workflow so that grievances are handled promptly.
• Work toward improving customer engagement scores and meeting the expected NPS outcomes.
• Support financial literacy initiatives and increase customer awareness of bank products.
• Ensure that 80% of customer queries and resolutions are completed within the defined TAT.
• Explain the benefits connected to customers’ bank accounts and suggest products or services that match their needs.
• Collaborate with the sales field team to conduct financial literacy camps.

Experience

This position requires 3 to 5 years of relevant work experience.

Education

A graduate degree is required.