Customer Service Executive – Loan Center

About the role

Be the voice of IDFC FIRST Bank as a Customer Service Executive in the Loan Center. You will be the first point of contact for customers, resolving queries, building trust, and delivering service that delights. This role is ideal for people who love solving problems and thrive in a fast‑paced environment.

Key responsibilities

• Deliver outstanding customer service by resolving queries efficiently and empathetically.
• Take ownership of customer issues and ensure timely resolution.
• Monitor service metrics such as SQ scores, AHT, FCR, and NPS.
• Develop and implement service procedures, policies, and standards.
• Maintain accurate records of customer interactions and service actions.
• Support upselling initiatives to drive organic growth.
• Monitor and engage on social media platforms (Twitter, Facebook, etc.) to address customer concerns.
• Collaborate with internal teams for quick complaint resolution.
• Drive initiatives to improve grievance handling and brand perception.

Required profile

• Graduate (any discipline); postgraduate preferred.
• Minimum 2–3 years experience in customer service, preferably in banking or financial services.
• Excellent communication and interpersonal skills.
• Strong problem‑solving and decision‑making abilities.
• Ability to manage multiple priorities in a fast‑paced environment.

Required skills

• Proficiency with CRM tools and digital platforms.