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The Indian Banking Industry has come a long way since the financial institutions were set up in the 1900s. From numerous local banks to a handful large international players today, there is always a dearth of banks to meet the needs of growing population. Users would like to connect with banks with ease and convenience. This means banking services should be available round the clock and at the tip of your fingers. Banks have upgraded their communication channels to be able to cater to different needs in the market like sharing basic banking information to making a transaction and application for loan.
A car loan is one of the popular credit products offers by public and private banks. Before and after applying for a car loan, a customer would have plenty of queries related to the loan. While not all the banks, may not have an exclusive customer care team for car loan queries, the lenders respond to the all the questions posed by the customers related to car loans.
The car loan application process is simple and straightforward with minimal documentation. Every bank has a dedicated 24*7 customer care service to solve any grievances that the customer might go through or if they need help with a query. The outstanding customer service team works round the clock just to ensure that the customer doesn’t face any issues while availing services from the bank.
Every bank has a toll-free number that lets their customer contact them at free of cost. The service is available for unresolved queries. Most of the customer care department of each lender work 24X7 throughout the year. The working days differ for each bank. Some lender may offer you customer care service on all days and some work from Monday till Saturday at certain time period of the day.
The customer care team works round the clock trying to resolve queries of each customer. There are separate departments set up based on the products and services provided by the lender. The toll-free numbers might differ in some cases according to the department and products. Before calling up the customer care toll-free number, make sure you are calling up the right number for your requirement.
Separate numbers for connecting are available for Corporate/Business Banking/Retail Institutional banking customers. NRI Banking has also a dedicated customer care helpline number. All of these separate customer care numbers ensure availability of banking services at your convenience and quicker response time.
With new inventions piling up the market every day, the usage of technology is prevalent across all the sectors. Every bank to woo their customer in a different way and stay in touch with them has adopted different approaches.
As you log on to their website, you can get help just by typing on the chatbot that appears on the corner. You get answers to your various queries related any banking products and services. With a quick turnaround on queries, this interactive virtual assistant seems to have kept the customers engaged, providing solutions to their queries as well.
General queries related to car loans such as documents required, eligibility criteria and other features of the loan can be obtained through the virtual assistant. However, for more details related to interest rate and other charges, you may have to get the personal assistant from the customer care executives of the bank.
There are various ways using which a customer can contact the customer care team. Based on your convenience and ease of access, you can choose the best mode of communication. Some may would like to communicate via and SMS, telephone, email, post, mobile app etc.
Communicating via an SMS is an easy way to resolve your query related to car loans or any other concerns. You may have to send the SMS in a specific format prescribed by the bank. You will either contacted by a customer care executive shortly or confirmation of the complaint reception.
This is the most common method that many go for communicating with the customer care team. As every lender has a dedicated customer care department, the queries of the customers are resolved in minutes based on the data provided by the customers. When the customer has an account with the respective bank, it becomes all the easier to get the issues resolved.
Those who do not want to call the customer care team and enjoy a hassle-free grievance redressal can opt for email. This procedure helps you convey your problem more clearly and therefore it helps the lenders to act upon it immediately. The email ids to contact the team can be availed form the banks’ website.
Visiting the branch:
If your issue is a complicated one and that requires immediate attention, you may wish to communicate it to the officials in person by visiting the branch. You can locate the branches of the bank easily online. The detail addresses of all the branches can be availed from the official website of the bank. Once the issue is communicated, the action is taken immediately and resolved.
Going one step ahead, City Union Bank has launched its first banking robot to interact with customers and give relevant information related to the banking services. The robot can also flash the account and contact details of the customers by acquiring the data from the customer.
Each bank has its own mobile application which enable a quick access to all the banking services. It could be one of the best ways to register your complaints as well. As apps are mostly personalised, it gives you all the relevant details related to your account. It also allows you to track your loan application, know its status and get confirmation about its delivery.
Internet banking help desk:
With internet banking rapidly gaining popularity among customers, banks are beginning to set up a helpdesk expressly to answer queries related to e-Banking and provide support to those who want to get started with it. Certainly, there are several questions that a customer new to e-banking will have – from how to register for it and get a user name and password, how it works, what information is available and what transactions are possible with Net Banking. Increasing familiarity to Net Banking by customers for routine queries like account balance or statement, also frees up the customer care resources of the bank that could be redirected more efficiently elsewhere.
This is a section that you can find on every lender’s website. Instead of going to the customer care department for getting information or resolving your queries, you can get the relevant information from the most asked questions. The lenders understand the needs of the customers and provide answers to their queries directly.
All banks have a well-structured grievance redressal mechanism to take care of any complaint that a customer might have. Most banks usually aim to get the issue resolved at the Branch Manager level for immediate resolution of the customer problem. However, if the customer is unsatisfied with the response, he/she can escalate it to the Nodal Officer or the Regional/Principal Nodal Officer for higher level attention. Most banks ensure that they acknowledge and reply to the grievance within 10 days of receipt. If the customer is still unhappy with the way the complaint has been handled, he/she can approach the Banking Ombudsman for redressal, as the last recourse. The details on how to contact the Ombudsman are listed on the Reserve Bank of India website. All banks take the issue of grievance redressal very seriously and make every effort to make sure that the customer is satisfied with the resolution of the matter.
Some banks in India also have a ‘Customer Day’ on a fixed date, once a month, where customers can meet with executives of the bank with no prior appointment. Customers can use this opportunity to meet with top executives to request additional support or to discuss any other matter with reference to their banking relationship.
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