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RBI Deputy Governor On Bank Customers Complaint: In serious cases like fraud, RBI Deputy Governor Swaminathan J.M. The bank has expressed disappointment about the behavior of the employees. He said that today the health is increasing, but ownership is decreasing. During a program of National Bank Management Institute on 12 July, he said that bank customers have to struggle with endless helpline number and email, but there has been a lack of condolences among the bank employees.
Insensitivity among bank employees
RBI has put the deputy governor’s address on its website on Tuesday, in which Swaminathan J. Said that if the bank staff has to maintain the trust of the people in the system, then it is also necessary to solve those issues. He said during his closing speech that the number of complaints of bank customers, especially digital mediums, has increased considerably in recent years. The damage and disappointment related to the poor grievance redressal system ranging from social engineering fraud (disturbing in trust) is real. Often, the problem is not a product or service, but the real issue is lacking sympathy.
KYE just one ritual
The RBI deputy governor said that KYC (Know your customer) has become a ‘ritual’ from time to time. Along with this, he has called upon the bank staff to find a way to bring back personal awareness and responsibility in the digital context.
He further said that a ‘banker’ has to work fast, tolerate uncertainty, recover from failures. Along with this, one has to remain focused for a long time. Swaminathan J. Cited examples such as the problem of senior citizens regarding ATM PIN, challenges of repaying online loans in rural areas or concerns of small businessmen about UPI payment and said that these are not only service requests, but are opportunities to earn trust by giving time and patience.
Also read: RBI’s big step to stop banking forgery, know how to make a dent on your money now!
