Customer Care Representative (Branch Banking)

About the role

The Customer Care Representative ensures a seamless experience for branch customers, making them feel valued and helping to improve retention. Working under the Branch Operations Manager, the role handles queries, grievances, and non‑financial transactions while supporting sales and compliance initiatives.

Key responsibilities

• Attend walk‑in customers, understand their needs, and guide them to appropriate solutions.
• Address internal and external queries, process requests such as passbook printing, account statements, cheque book, ATM/PIN issuance, and account closures.
• Conduct exit interviews for dropped‑out customers and report findings to the CRM team.
• Assist service‑quality surveys, collect feedback, and contribute to process improvements.
• Promote the use of alternate channels (ATMs, kiosks, phone banking) and educate customers on their use.
• Support cash handling, coordinate with the accounts team, and ensure timely scanning of loan documents.
• Report inappropriate collection practices and assist in Micro‑Finance Plus activities.

Required profile

• Strong communication skills with a customer‑focused attitude.
• Ability to handle multiple queries simultaneously and prioritize tasks.
• Attention to detail and adherence to branch guidelines.
• Willingness to work on‑site in a branch environment.

Required skills

What we offer

• Full‑time position within a growing micro‑finance institution.
• Opportunities for career growth in banking and customer service.
• Training on branch operations, compliance, and digital banking channels.