Customer Care Representative – Branch Banking

About the role

The Customer Care Representative ensures a seamless experience for branch customers, making them feel valued while supporting retention and cross‑selling initiatives. Working directly with walk‑in and remote clients, the role handles queries, grievances, and non‑financial transactions in line with bank standards.

Key responsibilities

• Attend to walk‑in customers, understand their needs and guide them through banking services.
• Address internal and external queries, resolve grievances promptly, and escalate complex issues to the CRM team.
• Conduct customer satisfaction surveys, exit interviews, and report findings to improve service quality.
• Promote cross‑selling of relevant products and manage life‑event frameworks at the branch.
• Assist customers with non‑financial transactions such as mobile number updates, passbook prints, cheque book requests, ATM/PIN services, and account closures.
• Educate customers on using alternate channels like ATMs, kiosks, and phone banking.
• Support cash handling, document scanning, and coordination with operations teams to ensure smooth branch functioning.

Required profile

• Strong communication and interpersonal skills.
• Customer‑focused attitude with the ability to handle multiple requests efficiently.
• Attention to detail and adherence to banking guidelines.
• Willingness to work in a branch environment and collaborate with various internal teams.

Required skills