Govt Outlines Local Language Requirements in Public Sector Banks

The Union Government has detailed the measures in place to ensure that staff at Public Sector Banks (PSBs) are equipped to serve customers in regional languages, in response to a Lok Sabha question on language proficiency and customer service.

Image; Tweet by PSB Punch

The Ministry of Finance stated that PSBs, as board governed commercial entities, conduct their own recruitment and postings, with Customer Service Associates (CSAs) forming the frontline of branch level service. According to the reply, candidates for CSA roles are required to pass a Local Language Proficiency Test conducted by the Official Language Implementation Committee of the relevant State or Union Territory. This ensures that frontline staff are capable of communicating with customers in the local language.

The Government further reported that banks recruit “Local Bank Officers” for specific regions, and new officers posted to a State undergo induction training that includes familiarisation with the local language. Officers recruited on an all India basis may also be posted across regions depending on bank requirements.

The Ministry added that PSBs have internal mechanisms to monitor branch service standards, including those related to language use, and that banks comply with Reserve Bank of India guidelines on customer service.

The Government’s response indicates that PSBs adopt recruitment tests, regional postings and internal monitoring to maintain local language proficiency and ensure accessible customer service across states.