Regional Nodal Officer (3-6 yrs)

About the Role:

We are seeking a highly organized and detail-oriented individual to fill the position of Regional Nodal Officer.

This role is crucial in maintaining a strong relationship between the Bank and the RBI Ombudsman.

The ideal candidate will be responsible for effectively managing and resolving customer complaints referred by the RBI Ombudsman's office within their designated region.

Key Responsibilities:

Liaison with RBI Ombudsman:

- Act as a primary point of contact between the Bank and the RBI Ombudsman's office.

- Receive and meticulously review all customer complaints forwarded by the Ombudsman's office.

- Draft comprehensive and timely responses to complaints, ensuring adherence to regulatory guidelines and internal policies.

- Collaborate with relevant departments to gather necessary documentation and information to support responses.

- Attend conciliation meetings and other proceedings initiated by the Ombudsman, representing the Bank's interests effectively.

Complaint Resolution:

- Conduct thorough investigations into customer complaints to determine the root cause and identify appropriate resolutions.

- Coordinate with concerned departments to implement corrective actions and address customer grievances promptly.

- Ensure compliance with regulatory requirements and internal guidelines throughout the complaint resolution process.

- Monitor complaint resolution timelines and escalate issues as needed to expedite resolution.

Record Keeping and Reporting:

- Maintain a comprehensive database of all complaints received from the RBI Ombudsman's office.

- Prepare detailed monthly reports on complaint trends, resolution status, and key performance indicators.

- Analyze complaint data to identify potential systemic issues and recommend preventive measures.

Qualifications and Skills:

Essential:

- Bachelor's/ master's degree in law, finance, or a related field.

- Strong understanding of banking regulations, particularly those related to customer grievance redressal.

- Excellent written and verbal communication skills.

- Strong analytical and problem-solving abilities.

- Proficiency in MS Office suite.

Preferred :

- Experience in handling customer complaints and regulatory compliance.

- Knowledge of RBI guidelines and regulations.

- Experience in legal proceedings and documentation.

- Strong interpersonal skills to build and maintain effective relationships with colleagues, customers, and regulatory authorities.

- Ability to work under pressure and meet tight deadlines.

- Detail-oriented and organized approach to work.

- Willingness to travel within the assigned region as needed