Customer Grievance Officer- Mumbai

Roles and Responsibilities:

• Resolving queries end to end and ensure zero repeat and escalations. CGO is also responsible for managing customer grievances in the defined timelines
• Responsible for one or more districts and will visit the designated locations in each district for defined duration
• Will take care of operations activities in assigned geography
• Will attend all complaints coming from customers. CGO will collate complaints submitted in the access point and share with the central team through CRM.
• CGO in their capacity as frontline ambassadors of the bank, enlighten the customers of the grievance redressal mechanism, time frame for resolution of their complaints, name, address and contact number of Principal Nodal Officer, Contact details of Banking Ombudsman of the area.
• CGO should have updated knowledge of the banks policy relating to various products offered by it and its terms and conditions.
• CGO should contact the concerned either by phone, e-mail or in person, to get the grievance redressed say within a day, if the complaint is in respect of a particular customer, CGO should explain the Complaint escalation mechanism to the complainant.
• CGO should give high priority to the complaints received through the Banking Ombudsman, Consumer Education and Protection Department of Reserve Bank of India and Consumer forums.
• CGO should promote and market the new and existing products and services introduced by the bank.
• CGO should follow all banking polices as determined by the board of directors or owners of the bank.

Requirements:

• A positive and outgoing attitude, with a passion for customer interaction
• Excellent communication and interpersonal skills
• Ability to work independently and take initiative
• Willingness to travel to different locations as required
• Previous experience in sales or field-related roles is a plus, but not necessary