Customer Care Representative

About the role

The Customer Care Representative ensures a seamless experience for branch customers, making them feel privileged and helping improve retention. The role handles all customer queries and grievances promptly, works to reduce escalations, and supports the branch’s overall service quality.

Key responsibilities

• Attend walk‑in customers, understand their needs and guide them through banking services.
• Identify cross‑selling opportunities and promote relevant products and services.
• Manage customers’ life‑event updates and ensure compliance with branch guidelines.
• Handle internal and external queries, including non‑financial transactions such as mobile number updates, passbook printing, account statements, cheque‑book requests, ATM/PIN services, and account closures.
• Conduct customer satisfaction surveys and exit interviews, reporting findings to the CRM team.
• Support micro‑finance activities and follow up on rejected or cancelled loan applications.
• Promote the use of alternate channels (ATMs, kiosks, phone banking) and educate customers on their use.
• Report any inappropriate collection practices and coordinate with cash and accounts teams for smooth operations.
• Ensure timely scanning of loan documents to meet required turnaround times.

Required profile

• Strong communication and interpersonal skills.
• Customer‑focused attitude with the ability to handle queries efficiently.
• Basic understanding of banking products and procedures.
• Attention to detail and ability to follow established guidelines.
• Willingness to work in a branch environment and collaborate with internal teams.

Required skills