Explain
Role description
Financial Crime Intelligence (FCI) department has been created to enhance the Bank’s capabilities in prevention, detection and response to frauds against the Bank as well as our customers. This a centralized team that will focus on ensuring there is a strong feedback loop of learnings into improvement in practices, models and customer journeys, develop analytics and technological capabilities as a competitive advantage and deepen our focus on training to ensure fraud prevention at the frontline. With these objectives in mind, a recent department ‘Financial Crime Intelligence’ has been created with the Fraud Control Unit (FCU) and Digital Transaction Monitoring (DTM) being housed under the FCI department to ensure greater synergies.

About The Role
To ensure effective, timely, and compliant handling of customer grievances related to NCRP lien / freeze arising from complaints registered on the National Cybercrime Reporting Portal (NCRP), in line with MHA I4C GRM guidelines and the Bank’s approved Standard Operating Procedures,



while enhancing customer experience.

Key Responsibilities
- Handle and resolve customer grievances pertaining to NCRP lien / freeze raised at branches on GRM portal.
- End to end grievance management, handling GRM decision process on behalf of the bank, tracking grievances on internal CRM and I4C GRM portal within prescribed timelines as per MHA I4C NCRP GRM guidelines and the Bank’s SOP.
- Coordinate with internal and external stakeholders, including but not limited to Police Investigation Officer, District Grievance Officer, State Grievance Officer, I4C officials, FCI NCRP team, Statutory Notice team and other functions to ensure appropriate action / resolution on the grievances, facilitate accurate and timely updates on GRM & CRM.
- Provide periodic and timely status updates to stakeholders, ensuring transparency and effective communication on the grievances.
- Attend LEA meetings / verification calls (in person and on

📌 RB - Branch Control Unit:Bank Grievance Officer (Patna)
🏢 Axis Bank
📍 Patna