IDFC FIRST Bank Hiring for Regional Nodal Officer at New Delhi Full Time

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