Customer Care Representative – Branch Banking

About the role

The Customer Care Representative ensures a seamless experience for branch customers, making them feel valued and helping to improve retention. Working directly with walk‑in clients and via phone, the role addresses queries, resolves grievances, and promotes the use of self‑service channels.

Key responsibilities

• Attend to walk‑in customers, understand their needs, and guide them to appropriate banking solutions.
• Handle internal and external queries, including account updates, cheque book requests, ATM/PIN issues, and account closures.
• Conduct exit interviews for dropped‑out customers and report findings to the CRM team.
• Assist the service quality team with customer satisfaction surveys and audits.
• Promote alternate channels such as ATMs, kiosks, and phone banking, and educate customers on their use.
• Visit customers whose loan applications were rejected or cancelled to gather feedback.
• Report any inappropriate collection practices to the CRM.
• Support cashiers during high‑volume cash disbursement and repayment periods.
• Ensure timely scanning of loan documents to meet turnaround time targets.

Required profile

• Strong communication skills with a customer‑focused attitude.
• Ability to handle multiple queries simultaneously and prioritize tasks.
• Attention to detail and adherence to banking guidelines.
• Willingness to work in a branch environment and interact face‑to‑face with customers.

Required skills