Page 36 - BANKING FINANCE SEPTEMBER 2015

INTERVIEW

together with effective credit “ Our focus continues to be on initiating prompt“
monitoring to prevent slippages. recovery measures through enforcement of“
Towards this end, a new Credit securities under the SARFAESI Act
Monitoring Department has been

set up at Bank's Head Office to Q. Customer Service is an essential area
oversee the credit monitoring function.

which is a deciding factor in generation of

Q. Bancassurance is becoming a major new business and retention of existing
source of additional income for banks. How business. Your efforts in this regard and
do you view the potentiality of this also in handling consumer grievances?

channel in this segment? The customer has always been the focal point of our

After the opening of the sector by IRDAI, we find huge initiatives. In our bid to improve our customer service &

opportunity in this line of business, particularly considering enhance customer satisfaction, we have been rolling out
the fact that Insurance Penetration in India is just 3.9%. innovative technology - based banking products & services
With the good Network of Branches spread across the to suit the changing tastes & preferences of our customers,
country we consider Bancassurance as very good option to without compromising on the quality of services. We believe
tap the huge base of Insurable Population in rural and in transparency & dissemination of information relating to
urban India. customer rights. However, at times, inspite of our best
efforts, things can go a little amiss. Bank has therefore set

Q. What value added services you are up a separate Customer Service & Grievance Redressal
Cell for receiving and addressing complaints from its
offering to the customers
customers/constituents which emphasis on resolving them

In order to provide virtual banking experience to its valued fairly and expeditiously regardless of source of the

customers, Bank has recently launched e-Lobby services, complaints. Bank has also put in its website Online

through which customer can perform regular banking Grievance Redressal Mechanism wherein unsatisfied
transactions under one roof 24X7. Bank is also in the process customers can lodge their complaint and track status of
of launching online account opening facility. Further, Bank their complaint through online mode itself.

is constantly reviving its existing tailor made technology Q. Any other information

“With the good Network of Branches spread across you would like to share?
the country we consider Bancassurance as very
good option to tap the huge base of Insurable The Bank has recently won the FIEO
Population in rural and urban India. - Export Excellence Award - "Best
Banker under Export Finance -
MSME".

based Alternate Delivery Channels and constantly bringing- The Bank is also committed to its Financial Inclusion
up value additions to such channels, to meet the changing initiative and has 82 brick and mortar branches in rural
customer expectation and cope-up with changing unbanked centres, besides 37 Ultra Small Branches and 5
requirement of banking industry. Financial Literacy Centres. Further 561 villages in 121 GPs
have been covered under the Business Correspondent [BC]
Q. Please tell us about the enrollment in Model.
Jan Dhan Yojna scheme?
Bank has been contributing towards the development of
As on 31-03-2015, Bank had opened 8,32,190 accounts the society. The thrust areas of the Bank's CSR initiative
under PMJDY. RuPay debit cards embedded with the are health and sanitation, education, promoting green
accidental cover and life cover are also being issued to initiative, art and culture, ensuring environmental
these accounts. sustainability, protection of national heritage, Swach
Bharath Abhiyan, construction of toilets in schools etc.

36 | 2015 | SEPTEMBER | BANKING FINANCE

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