- Experience
- Any
- Salary
- —
- Openings
- 1
- Posted
- 3 weeks ago
- Work mode
- In office
- Resume
- Required to apply
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Job description
Job Overview and Responsibilities
The Customer Grievance Officer (CGO) is entrusted with resolving customer issues thoroughly to prevent recurrences and escalations. The role involves managing grievances within stipulated timelines and overseeing operations across assigned districts. The CGO is required to visit designated sites within these regions for specified periods.
Addressing all complaints from customers is a critical part of the job. The officer aggregates grievances submitted at access points and communicates them through the Customer Relationship Management (CRM) system to central teams.
As the frontline representative of the bank, the CGO educates customers about the grievance redressal procedures, including resolution timeframes and contact details of the Principal Nodal Officer and the local Banking Ombudsman. Maintaining up-to-date knowledge of the bank's product policies, terms, and conditions is essential.
The CGO reaches out to concerned parties via phone, email, or in-person to ensure that grievances are addressed promptly, ideally within a day. For customer-specific complaints, the CGO must clearly explain the escalation procedures to the complainant.
Complaints received through authoritative bodies like the Banking Ombudsman, Reserve Bank of India’s Consumer Education and Protection Department, or consumer forums are given top priority.
Additionally, the CGO supports the promotion and marketing of the bank's new and existing products and services, while adhering strictly to all policies established by the bank’s board of directors.
Candidate Requirements
- Demonstrate a positive, outgoing personality and a strong enthusiasm for engaging with customers.
- Possess excellent communication abilities and interpersonal skills to effectively interact with diverse individuals.
- Exhibit the capacity to work autonomously and show initiative in all responsibilities.
- Be willing and able to travel to various locations as job duties demand.
- Prior experience in sales or field-based roles is advantageous but not mandatory.