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Bankofindiaescalation Matrix Adc

The document outlines the escalation matrix for resolving issues with various alternate delivery channel products at Bank of India, including internet banking, banking through mobile, debit cards, credit cards, and point of sale (POS). For each product, there are multiple tiers of contacts that a customer can reach out to for assistance, starting with a front line team and escalating to more senior managers if the issue is not resolved in a reasonable time period by the previous tier. The process is meant to ensure customer issues are addressed in a timely manner through the appropriate channels.

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ramki020983
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92 views5 pages

Bankofindiaescalation Matrix Adc

The document outlines the escalation matrix for resolving issues with various alternate delivery channel products at Bank of India, including internet banking, banking through mobile, debit cards, credit cards, and point of sale (POS). For each product, there are multiple tiers of contacts that a customer can reach out to for assistance, starting with a front line team and escalating to more senior managers if the issue is not resolved in a reasonable time period by the previous tier. The process is meant to ensure customer issues are addressed in a timely manner through the appropriate channels.

Uploaded by

ramki020983
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd
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ESCALATION MATRIX OF ALTERNATE DELIVERY CHANNEL PRODUCTS


INTERNET BANKING

Tier 1

CALL CENTER - 1800 220 229 Toll free or 022 40919191

[email protected]

Tier 2

SHRI ANURAG SINGHAL - CHIEF MANAGER

[email protected]

Tier 3

SHRI KAMESH MANTHA - ASTT. GENERAL MANAGER

[email protected]

Tier 4

SHRI BUTCHI B. BURRA - DY. GENERAL MANAGER

[email protected]

Tier 5

SHRI R. KOTEESWARAN - EXECUTIVE DIRECTOR

[email protected]

Tier 2 is to be followed only if Tier 1 resolution is not within reasonable time.


Tier 3 is to be followed only if Tier 2 resolution is not within reasonable time.
Tier 4 is to be followed only if Tier 3 resolution is not within reasonable time.
Tier 5 is to be followed only if you are not satisfied with the resolution of any of the above Tiers within reasonable time.

BANKING THROUGH MOBILE (BTM)

Tier 1

SHRI SHOBHAN SAHU - MANAGER

[email protected]

Tier 2

SHRI MANISH JAISWAL - SENIOR MANAGER

[email protected]

Tier 3

SHRI ANURAG SINGHAL - CHIEF MANAGER

[email protected]

Tier 4

SHRI KAMESH MANTHA - AST. GENERAL MANAGER

[email protected]

Tier 5

SHRI BUTCHI B. BURRA - DY. GENERAL MANAGER

[email protected]

Tier 6

SHRI R. KOTEESWARAN - EXECUTIVE DIRECTOR

[email protected]

Tier 2 is to be followed only if Tier 1 resolution is not within reasonable time.


Tier 3 is to be followed only if Tier 2 resolution is not within reasonable time.
Tier 4 is to be followed only if Tier 3 resolution is not within reasonable time.
Tier 5 is to be followed only if Tier 4 resolution is not within reasonable time.
Tier 6 is to be followed only if you are not satisfied with the resolution of any of the above Tiers within reasonable time.

DEBIT CARD

Tier 1

DEBIT CARD

[email protected]

Tier 2

SHRI S.V. NAGESHKAR - CHIEF MANAGER

[email protected]

Tier 3

SHRI PRADEEP BAJPAI - AST. GENERAL MANAGER

[email protected]

Tier 4

SHRI GULDEEP BHATIA - DY. GENERAL MANAGER

[email protected]

Tier 5

SHRI R. KOTEESWARAN - EXECUTIVE DIRECTOR

[email protected]

To Hot list / Block Debit Card Email - [email protected] or [email protected]


To Hot list / Block Debit Card Call 18004251112 (Toll Free) or 022-40429123
Tier 2 is to be followed only if Tier 1 resolution is not within reasonable time.
Tier 3 is to be followed only if Tier 2 resolution is not within reasonable time.
Tier 4 is to be followed only if Tier 3 resolution is not within reasonable time.
Tier 5 is to be followed only if you are not satisfied with the resolution of any of the above Tiers within reasonable time.

CREDIT CARD
Tier
1

CREDIT CARD

[email protected]

Tier
2

SHRI V. RENGANATHAN - CHIEF MANAGER

[email protected]

Tier
3

SHRI PRADEEP BAJPAI - AST. GENERAL MANAGER

[email protected]

SHRI GULDEEP BHATIA - DY. GENERAL MANAGER

[email protected]

SHRI R. KOTEESWARAN - EXECUTIVE DIRECTOR

[email protected]

Tier
4
Tier
5

To Hot list / Block through Email - [email protected]


To Hot list / Block Credit Card Call 1800220088 (Toll Free)
Tier 2 is to be followed only if Tier 1 resolution is not within reasonable time.
Tier 3 is to be followed only if Tier 2 resolution is not within reasonable time.
Tier 4 is to be followed only if Tier 3 resolution is not within reasonable time.
Tier 5 is to be followed only if you are not satisfied with the resolution of any of the above Tiers within reasonable time.

POS
Tier
1

TOLL PAY NUMBER - 1860 233 2332

CHARGABLE NUMBER 022 4042 6060

Tier
2

SHRI V. RENGANATHAN - CHIEF MANAGER

[email protected]

Tier
3

SHRI PRADEEP BAJPAI - AST. GENERAL MANAGER

[email protected]

SHRI GULDEEP BHATIA - DY. GENERAL MANAGER

[email protected]

SHRI R. KOTEESWARAN - EXECUTIVE DIRECTOR

[email protected]

Tier
4
Tier
5

Tier 2 is to be followed only if Tier 1 resolution is not within reasonable time.


Tier 3 is to be followed only if Tier 2 resolution is not within reasonable time.
Tier 3 is to be followed only if Tier 4 resolution is not within reasonable time.
Tier 5 is to be followed only if you are not satisfied with the resolution of any of the above Tiers within reasonable time.

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