RB - Branch Control Unit:Bank Grievance Officer

About the role

To ensure effective, timely, and compliant handling of customer grievances related to NCRP lien / freeze arising from complaints registered on the National Cybercrime Reporting Portal (NCRP), in line with MHA I4C GRM guidelines and the Bank’s approved Standard Operating Procedures, while enhancing customer experience.

What you'll do

• Handle and resolve customer grievances pertaining to NCRP lien / freeze raised at branches on GRM portal
• End to end grievance management, handling GRM decision process on behalf of the bank
• Coordinate with internal and external stakeholders, including but not limited to Police Investigation Officer, District Grievance Officer, State Grievance Officer
• Provide periodic and timely status updates to stakeholders, ensuring transparency and effective communication on the grievances
• Attend LEA meetings / verification calls (in person and on VC) to represent bank on GRM and NCRP related discussions, workshops, etc

What you need

• 10–13 yrs of experience
• Compliance
• Reporting
• MIS reporting
• SOP writing
• CRM
• Audit
• Any graduate

Good to have

• Customer service
• Risk management
• AML