Srinagar, Nov 03 (KNO): Jammu and Kashmir Bank on Tuesday launched a series of Customer Care Town Hall Meetings, beginning with an interaction at its Zonal Office in Baramulla, aimed at providing customers a direct platform to engage with senior officials, share feedback and seek resolution of service-related concerns.
The initiative will also focus on enhancing awareness about safe banking practices and strengthening customer grievance redressal, the bank said in a statement issued to the news agency—Kashmir News Observer (KNO).
The meeting was chaired by General Manager (Customer Care) Narjay Gupta in the presence of General Manager and Divisional Head (Kashmir) Arshid Qadri. Deputy General Manager (Customer Care) Parshotam Kumar, Zonal Head (Baramulla) Tanveer Ahmad Najar and In-Charge (Transaction Monitoring Cell) Bilal Ahmad Kuchay were also present.
All four Cluster Heads of Baramulla Zone, Asif Sirwal, Tanveer Bashir, Iqbal Aziz and Mehboob Ilahi Khan—besides other senior bank officials, attended the meeting.
The interaction witnessed participation from over 150 customers, who shared their concerns, suggestions and expectations regarding the bank's services.
Key issues discussed included customer service delivery, mule accounts, cyber fraud prevention, safe banking practices and strengthening the grievance redressal mechanism. The discussions also highlighted the need for clearly defined Turnaround Times (TATs) for resolving customer complaints to ensure timely redressal and greater accountability.
Speaking on the occasion, General Manager (Customer Care) Narjay Gupta said, “Customer trust is strengthened through every interaction, every concern addressed and every commitment honoured. These Town Hall Meetings are an extension of our ongoing efforts to reach out and listen to our customers and incorporate their feedback to make our services better. By bringing customers and senior officials together, we seek to make grievance redressal more accessible, strengthen awareness and ensure that our customers feel heard, valued and supported.”
He added, “As banking becomes increasingly digital, customer awareness must remain an integral part of customer care. Meaningful conversations on mule accounts, cyber frauds and safe banking practices can help customers recognise risks and use banking services with greater confidence.”
General Manager and Divisional Head (Kashmir) Arshid Qadri said the bank's longstanding relationships with the people it serves carried a responsibility to remain accessible and responsive to their changing needs.
“Such interactions help us understand customer experiences first-hand and identify areas where we can improve. We will continue to deepen this engagement so that the trust customers place in J&K Bank is reflected in the quality and consistency of our services,” he said.
On the occasion, the bank's Transaction Monitoring team delivered a presentation on mule accounts and fraud prevention, followed by an interactive session during which customers were encouraged to raise concerns and offer suggestions.
Appreciating the initiative, customers called for regular awareness sessions on digital fraud prevention across all clusters to promote safer banking practices.
The bank said the Town Hall series would be extended to all its Zonal Offices across Jammu and Kashmir, Ladakh and other parts of the country. The next meeting is scheduled to be held in Anantnag on November 5.—(KNO)