When senior and experienced officers of the SBI failed to solve a problem for last three months, a junior woman staff did it with ease within a second.  Getting relief after a long wait, not only the customer praised the staff, the branch head also extended her kudos. Pleased over her, the customer requested the branch head to write to higher-ups for her promotion.

The admired staff is Sangita Sinha working in the local SBI main branch as a Single-Window Operator.

Sources said a 75-year-old woman pensioner of Puri had applied for a new debit card in January after her old card got damaged. However, as the new card didn’t reach her house by post till June, she inquired in branch and got it. But the problem was the debit card issued to her failed to operate in ATM counters. So desperately, she ran to the branch several times but in vain.

By the way, the matter came to the notice of Sangita, who after verification found the debit card issued to the old woman really belongs to another customer having a same name.

Consequently, a fresh card was issued to the customer on August 18.  However, the card also failed to draw money from ATM despite several attempts by branch officials. Since the woman was suffering from spinal problem, her son ran to the branch to know the problem but failed to get a satisfactory answer. As he moved the SBI CGM in Bhubaneswar on August 27 with his complaint, an inquiry was ordered.

On August 29, when the branch head and other officers were in tension for not locating the fault in the card, by the way it came to counter of Sangita again. Strangely, she sorted out the problem within a second.

When asked about the fault by the branch head, she replied that the account was in a minor form and she only corrected it.

When her work brought a big relief to the branch head following a pressure from the CGM office, the senior officers had to face a big jolt in front of staffs and customers for lack of knowledge.