Customer Care Representative

About the role

The Customer Care Representative is the primary point of contact for branch customers, delivering a seamless and privileged experience. This role supports customer retention by addressing queries, grievances, and service requests promptly and professionally.

Key responsibilities

• Attend walk‑in customers, understand their needs and guide them to appropriate solutions.
• Handle internal and external queries, including account updates, cheque book, ATM, PIN, and account closure requests.
• Conduct exit interviews for dropped‑out customers and report findings.
• Assist service‑quality teams with customer satisfaction surveys and audits.
• Promote the use of alternate channels such as ATMs, kiosks and phone banking.
• Report inappropriate collection practices and support cash‑handling operations.
• Maintain accurate documentation and ensure timely scanning of loan applications.

Required profile

• Full‑time availability, based at a branch location.
• Strong communication skills with the ability to handle customer grievances.
• Attention to detail and ability to follow defined standards and guidelines.
• Proactive attitude towards cross‑selling relevant products and services.

Required skills

• Basic computer literacy and familiarity with banking applications.
• Knowledge of Aadhaar enrollment processes.
• Understanding of ATM and kiosk operations.