Customer Care Representative (Branch Banking)

About the role

The Customer Care Representative ensures a seamless experience for branch customers, making them feel privileged and helping improve retention. The role involves addressing queries, handling grievances promptly, and supporting various branch operations.

Key responsibilities

• Attend walk‑in customers, understand their needs and guide them to appropriate solutions.
• Identify cross‑selling opportunities and promote relevant banking products and services.
• Manage customers' life‑event updates and ensure compliance with internal guidelines.
• Handle internal and external queries, including non‑financial transactions such as mobile number updates, passbook prints, account statements, cheque‑book, ATM, PIN requests, and account closures.
• Conduct customer satisfaction surveys, exit interviews and report findings to the CRM team.
• Assist in Microfinance Plus activities and follow up on rejected or cancelled loan applications.
• Motivate customers to use alternate channels (ATMs, kiosks, phone banking) and provide education on their use.
• Report inappropriate collection practices and support cashiers during high‑volume cash disbursement and repayment periods.
• Coordinate with cash, accounts and operations teams to ensure smooth branch functioning.
• Ensure timely scanning of loan documents to meet turnaround time requirements.

Required profile

• Experience in branch banking or customer service handling face‑to‑face and phone interactions.
• Strong communication skills and ability to resolve customer queries and grievances.
• Attention to detail and ability to follow procedural guidelines.
• Capability to work collaboratively with internal teams such as CRM, operations and cash management.

Required skills