Internal Ombudsman Support

• Review and investigate customer complaints received by the bank regarding banking products, services, and internal processes.
  
• Ensure compliance with banking regulations and industry standards during investigations and resolutions.
  
• Prepare detailed reports outlining the findings of investigations and resolutions, ensuring all actions comply with regulatory guidelines and act of natural justice.
  
• Coordinate with internal stakeholders on the recommendations of internal ombudsman and ensure implementation with consent of the stakeholders.
  
• Ensure that the complaint resolution process is unbiased and maintains a high level of transparency.
  
• Facilitate the resolution of conflicts between customers and bank through effective mediation.
  
• Act as a neutral third party to help parties find amicable solutions without escalating issues further.
  
• Escalate serious issues or patterns of systemic problems to senior management as required.
  
• Regularly review internal policies and procedures to identify any gaps or areas of improvement based on recurring complaints or trends.
  
• Recommend modifications to internal practices or processes to mitigate the risk of future complaints and enhance customer satisfaction.
  
• Serve as a point of contact for customers facing unresolved issues with banking services, ensuring that complaints are addressed fairly and efficiently.
  
• Advocate for the customer's concerns within the bank, ensuring that their complaints are given appropriate attention and action.
  
• Proactively engage with different departments to address underlying systemic issues or recurring complaints.
  

• Education:
  

+ A Bachelor’s degree in Business Administration, Banking & Finance, or related fields.

• Experience:
  

+ Minimum of 5 years of experience in compliance, or customer relations role within the banking or financial services sector.

+ Prior experience in managing complaints, dispute resolution, or customer service, particularly in the banking industry, is highly desirable.

• Skills and Competencies:
  

+ Strong knowledge of banking products, services, and regulatory requirements.

+ Expertise in dispute resolution, including mediation and negotiation skills.

+ Excellent communication and interpersonal skills to manage sensitive issues.

+ Strong analytical skills to assess complaints and provide well-reasoned recommendations.

+ Knowledge of banking regulations (e.g., RBI, Banking Ombudsman, consumer protection laws).

+ Proven ability to maintain impartiality and confidentiality in sensitive matters.

+ Strong organizational and report-writing skills.

Updated Date

13-01-2025

Job ID

Job_6178

Function

CEO Office

Location

APBL Gurgaon, Gurgaon, Haryana, India

Experience

5 - 6 Years

Employee Type

Employee

Hiring Type

Lateral Hires