Senior Customer Service Executive – Retail Liabilities (Inbound)

About the role

We are seeking a Senior Customer Service Executive to join our inbound team handling Retail Liabilities products. The role focuses on delivering high‑quality support for current and savings accounts, fixed deposits and related services, ensuring timely resolutions and a superior banking experience.

Key responsibilities

• Answer inbound customer calls regarding CASA, Fixed Deposits and related banking services.
• Resolve queries, complaints and service requests professionally and within defined turnaround times.
• Provide accurate product information and guide customers through banking processes, policies and digital channels.
• Strive for first‑call resolution and adhere to call handling metrics and quality standards.
• Escalate complex issues according to established protocols.
• Identify cross‑selling or value‑added opportunities that are relevant to the customer.
• Maintain detailed interaction records in the CRM system.
• Ensure compliance with regulatory, internal policy and audit requirements.
• Contribute to continuous improvement initiatives for customer experience.

Required profile

• Bachelor’s degree in Commerce, Science, Arts, Business & Insurance or Management Studies (or equivalent).
• Post‑graduate degree such as MBA, M.Com or MA is a plus.
• 0‑2 years of relevant experience in banking or customer service.

Required skills

• Proficiency in using CRM systems for documenting customer interactions.