Regional Nodal Officer

2 weeks ago


Delhi, India IDFC FIRST Bank Full time

**Role/Job Title**: Regional Nodal Officer

**Business**: Customer Experience

**Function/ Department**: 'Customer Experience

**Place of work**: Respective BO location (Delhi, B'lore ,Mumbai etc)

**Roles & Responsibilities**:
'- Ensure timely and effective compliance of RBI instructions on customer complaint handling in tune with the spirit and intent of such instructions.
- Monitor implementation of Advisories / Awards received under the Banking Ombudsman scheme.
- Review all Level 2 and above complaints for adequacy before representation to the Internal Ombudsman.
- Review the trend of complaint received and conduct root cause with business units
- To ensure conduct of training and sync between all segments.
- Any branch or staff rejecting complaints or request to be approved by RNO and then it would travel to Internal Ombudsman for comments.' - To check the status of complaints referred on RNO ID’s / letters
- To check status of complaint received and submitted through CMS on weekly basis

**Secondary Responsibilities**:
'Relationship building with the BO offices. Effetive close looping of cases received from RBI

**Key Success Metrics**:
'Closure of regulatory cases, Submission of compliances and relationship building with BO offices. No reprimand from Regulator


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