Nainital Bank

Qualification in Details:

1. Nature of appointment: The appointment will be on contractual basis.

2. Tenure of Internal Ombudsman: The tenure of the Internal Ombudsman in Bank shall be a fixed term of not less than three years, but not exceeding five years. The Internal Ombudsman shall not be eligible for reappointment or for extension of term in the Bank.

3. Remuneration-Fixed: Rs. 50,000.00 per month (Negotiable)

4. Experience: The Candidate should either be a retired or serving officer, not below the rank of Deputy General Manager or equivalent of another Bank/ Financial Sector., Regulatory Body, having necessary skills and experience of minimum seven years of working in areas such as banking, regulation, supervision, payment and settlement systems and/ or consumer protection. The candidate should not have worked/ be working in the Nainital Bank Limited.

5. Place of Posting: The position/place of posting of candidate will ordinarily be at Bank’s Head Office Nainital/ Regional Offices.

6. The Job Responsibility of Internal Ombudsman will be as under:
(1) Internal Ombudsman shall not handle complaints received directly from customers or members of public. In other words, the Internal Ombudsman will deal only with the complaints that have already been examined by the bank’s internal grievance redressal mechanism and have remained partly or wholly un- redressed.
(2) Internal Ombudsman shall examine all customer grievance including complaints of deficiency in service on the part of the bank as also those listed under Clause 8 of the Banking Ombudsman Scheme 2006 (as amended from time to time) received by bank and which are partly or wholly rejected by bank’s internal grievance redressal mechanism, excepting the following:
a. Complaints related to frauds, misappropriation etc. except in respect of deficiency of service, if any, on the part of the Bank.
b. Complaints/ references relating to a) internal administration, b) human resources, c) pay and emoluments of staff.
c. References in the nature of suggestions, requests for concessions in rate of interest charged, rejection of loan proposal, modifications in sanction terms and conditions, enhancement in credit limit, waiver/ write –off of loans, etc. which are primarily in the nature of commercial decisions.
d. Complaints which have been decided by or are already pending in other fora such as consumer fora, Courts, Debt Recovery Tribunals, etc.
(3) The internal Ombudsman shall analyze the pattern of complaints such as product/ category wise, consumer groups wise, based on geographical location, etc. and suggest means for taking actions to address the root cause of complaints of different nature.
(4) The internal Ombudsman shall examine the complaints on the basis of records/ documents available with the bank and comments/ clarifications furnished by the bank to specific queries of the Internal Ombudsman.
(5) The Internal Ombudsman may hold meetings with concerned functionaries/ departments of the bank and seek any record/ document available with the bank that is necessary of examining the complaint. To ensure resolution through conciliation, the internal Ombudsman may seek direct feedback/ clarifications from the complainant.