Customer Care Representative

About the role

The Customer Care Representative ensures a seamless experience for branch customers, acting as the primary point of contact for queries, grievances and service requests. This role supports the Branch Operations Manager in maintaining high customer satisfaction and contributes to retention efforts.

Key responsibilities

• Attend to walk‑in customers, understand their needs and guide them to appropriate solutions.
• Handle internal and external queries, including account updates, cheque book requests, ATM/PIN services, and account closures.
• Conduct exit interviews for dropped‑out customers and report findings to the CRM team.
• Assist in micro‑finance activities and follow up on rejected or cancelled loan applications.
• Support service‑quality surveys, customer satisfaction audits and provide feedback for process improvement.
• Promote the use of self‑service channels such as ATMs, kiosks and phone banking.
• Report any inappropriate collection practices to the CRM.
• Coordinate with cash and accounts teams to ensure smooth branch operations.

Required profile

• Strong communication and interpersonal skills.
• Customer‑focused attitude with the ability to handle complaints professionally.
• Attention to detail and ability to follow defined standards.
• Capability to work collaboratively with branch staff and support teams.

Required skills