Customer Care Representative – Branch Banking

About the role

The Customer Care Representative ensures a seamless experience for branch customers, making them feel privileged while supporting retention and satisfaction goals. This full‑time position works directly with walk‑in clients, phone callers and digital users to resolve queries and promote bank products.

Key responsibilities

• Attend to walk‑in customers, understand their needs and guide them through banking services.
• Address internal and external queries, including cheque stoppage/bounce, Aadhaar enrolment, and account updates.
• Cross‑sell relevant products and services based on customer life‑event management guidelines.
• Conduct exit interviews for dropped‑out customers and report findings.
• Assist service‑quality teams with customer‑satisfaction surveys and audits.
• Promote use of alternate channels such as ATMs, kiosks and phone‑banking, providing education and support.
• Report inappropriate collection practices and support cash‑handling staff during high‑volume periods.
• Ensure timely scanning of loan documents to meet turnaround‑time targets.

Required profile

• Strong ability to interact with customers face‑to‑face or by telephone.
• Good knowledge of banking products, procedures and regulatory guidelines.
• Willingness to support branch operations and collaborate with CRM and audit teams.

Required skills

• Aadhaar enrolment handling
• Cheque stoppage/bounce processing
• ATM and kiosk operation
• Phone‑banking support