Putting Customers First: J&K Bank Kickstarts Customer Care Town Hall Series in Baramulla
Initiative to cover all Zones across the country
Srinagar, Nov 3: Further, strengthening its sustained engagement with customers, J&K Bank today launched a series of Customer Care Town Hall Meetings, with the first interaction held at its Zonal Office, Baramulla. The initiative aims to provide customers a direct platform to engage with senior Bank officials, share feedback, seek resolution of service-related concerns and enhance awareness about safe banking practices.
The meeting was chaired by General Manager (Customer Care) Narjay Gupta in the presence of General Manager & 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, besides all four Cluster Heads of Baramulla Zone — Asif Sirwal, Tanveer Bashir, Iqbal Aziz and Mehboob Ilahi Khan — along with other senior Bank officials.
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 of the grievance redressal mechanism. The discussions also emphasised the importance of clearly defined Turnaround Times (TATs) for resolving customer complaints, ensuring 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.”
Emphasising the importance of sustained engagement, General Manager & Divisional Head (Kashmir) Arshid Qadri said, “Our longstanding relationships with the people we serve carry 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.”
On the occasion, the Bank’s Transaction Monitoring team delivered an informative presentation on mule accounts and fraud prevention, followed by an interactive session during which customers were encouraged to raise their 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.
Notably, the Bank will extend the Town Hall series to all its Zonal Offices across Jammu & Kashmir, Ladakh and other parts of the country. The next Town Hall Meeting is scheduled to be held in Anantnag on November 5.
