Customer Service Executive – Loan Center

About the role

As a Customer Service Executive for the Loan Center, you will be the first point of contact for IDFC FIRST Bank customers, handling inquiries, resolving issues, and building lasting relationships. The role combines direct customer interaction with continuous improvement of service standards, offering a dynamic environment for growth.

Key responsibilities

• Deliver outstanding customer service by resolving queries efficiently and empathetically.
• Take ownership of customer issues and ensure timely resolution.
• Monitor and improve 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 to address customer concerns.
• Collaborate with internal teams for quick complaint resolution and grievance handling.

Required profile

• Graduate (any discipline); Postgraduate preferred.
• Minimum 2–3 years of 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.
• Customer‑first mindset with a focus on service excellence.

Required skills