RB - Branch Control Unit:Bank Grievance Officer

Explain:
Financial Crime Intelligence (FCI) department has been created to enhance the Bank’s capabilities in prevention, detection and response to frauds against the Bank as well as our customers. This a centralized team that will focus on ensuring there is a strong feedback loop of learnings into improvement in practices, models and customer journeys, develop analytics and technological capabilities as a competitive advantage and deepen our focus on training to ensure fraud prevention at the frontline. With these objectives in mind, a new department ‘Financial Crime Intelligence’ has been created with the Fraud Control Unit (FCU) and Digital Transaction Monitoring (DTM) being housed under the FCI department to ensure greater synergies.

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.

Key Responsibilities
•    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, tracking grievances on internal CRM and I4C GRM portal within prescribed timelines as per MHA I4C NCRP GRM guidelines and the Bank’s SOP.
•    Coordinate with internal and external stakeholders, including but not limited to Police Investigation Officer, District Grievance Officer, State Grievance Officer, I4C officials, FCI NCRP team, Statutory Notice team and other functions to ensure appropriate action / resolution on the grievances, facilitate accurate and timely updates on GRM & CRM.
•    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.
•    Need to travel to other State / locations to attend meetings at LEA / I4C / Regulator premises.  
•    Monitor adherence to turnaround times (TATs), escalation protocols, and documentation standards as per the I4C GRM guidelines.
•    Identify, analyze, and report recurring issues, trends, and systemic gaps in NCRP  GRM portal related grievances, and escalate to I4C / stakeholders for resolution.
•    Support continuous process improvement initiatives by collaborating with branches, FCI and external stakeholders (LEA & I4C) to strengthen grievance handling practices and improve overall customer experience.
•    Maintain accurate records and MIS related to GRM for management review, audits, and regulatory reporting.
•    Handle GRM branch user id creation / activation on portal. 
•    Follow-up on open ageing GRM requests, periodic email reminder to LEA, facilitate timely submission of data / documents sought by authorities on GRM portal.
•    Coordinate with BCU and encourage Branches to raise GRM requests for Bonafide Customers to improve overall customer experience.
•    Implement the directive issued by LEA (Lien/Freeze) removal on customer account and update GRM portal or coordinate with branch to update the resolution details on GRM & CFCFRMS portal. 
•    Ensure confidentiality, data integrity, and compliance with applicable laws, regulatory guidelines, and internal policies.
(Start each sentence with an action verb)
Qualifications
Optimal qualification for success on the job is:
•    Prior experience in banking operations, preferably in grievance handling, customer service, fraud risk, or compliance related roles.
•    Exposure to NCRP related processes or cybercrime complaints handling will be a distinct advantage.
•    Graduate degree in any discipline; professional certifications in banking, compliance, or risk management will be an added advantage.

Role Proficiencies:
For successful execution of the job, a candidate should possess the following:
•    Role Proficiencies:
•    Sound knowledge of banking operations, products and services from a grievance resolution perspective.
•    Basic knowledge of MS Office, email handling and familiarity on core banking systems.
•    Good written and verbal communication skills including regional language, with the ability to interact professionally with customers, branches, and external stakeholders such as Police IO, District and State Grievance Officers, I4C Officials.
•    Problem solving, and decision making capabilities, with attention to detail.
•    Ability to manage multiple cases simultaneously while adhering to strict timelines and quality standards.