Customer Grievance Officer

Customer Grievance Officer (CGO)

The Customer Grievance Officer (CGO) plays a crucial role in resolving customer queries and ensuring their satisfaction.
Key Responsibilities:
• Resolve customer queries end-to-end, eliminating repeat complaints and escalations within defined timelines
• Manage customer grievances effectively, maintaining high standards of service delivery
• Take charge of operations activities in assigned geographies, driving business growth and expansion
• Attend to all customer complaints, collating information and sharing it with the central team through CRM for prompt resolution
• As frontline ambassadors of the bank, educate customers on grievance redressal mechanisms, resolution timelines, and contact details for support
• Stay updated on the bank's policies regarding various products and services, providing accurate information to customers
• Prioritize complaints received through Banking Ombudsman, Consumer Education and Protection Department, and Consumer forums
• Promote and market new and existing bank products and services to drive business growth
• Adhere to banking policies as determined by the board of directors or owners of the bank
Requirements:
• Positive 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 advantageous but not necessary Read more