Customer Service Officer

Group Company: AU Small Finance Bank Limited
Designation: Customer Service Officer
Office Location:
Position description: #*Position description*#
Primary Responsibilities: #*Primary Responsibilities*#
Additional Responsibilities: #*Additional Responsibilities*#
Reporting Team
Reporting Designation: #*Reporting Designation*#
Reporting Department: #*Reporting Department*#
Educational qualifications preferred
#*Education and Experience*#
Category: #*Category*#
Field specialization: #*Field specialization*#
Degree: #*Degree*#
Academic score: #*Academic score*#
Institution tier: #*Institution tier*#
Required Certification/s: #*Required Certification/s*#
Required Training/s: #*Required Training/s*#
Required work experience
Industry: #*Industry*#
Role: #*Role*#
Years of experience: #*Years of experience*#
Job Brief:- Join AU Small Finance Bank Limited's Operations and Services team as a dedicated Customer Service Officer, where you will play a pivotal role in delivering exceptional financial service experiences to our diverse clientele. This position demands a proactive professional who can efficiently manage customer inquiries, resolve issues, and support banking operations while upholding the bank's commitment to trust, transparency, and customer satisfaction. The role requires a thorough understanding of financial products, regulatory compliance, and operational procedures within the financial services sector, ensuring seamless service delivery and contributing to the bank's growth and reputation.
Responsibilities:-
Serve as the primary point of contact for customers, addressing inquiries related to banking products, account services, and transactions with accuracy and professionalism.
Resolve customer complaints and issues promptly by coordinating with relevant departments to ensure timely and effective solutions.
Assist customers in account opening, loan applications, and other banking services while ensuring compliance with internal policies and regulatory requirements.
Maintain detailed and accurate records of customer interactions, transactions, and feedback to support operational audits and service improvement initiatives.
Collaborate with the operations team to streamline service processes, reduce turnaround times, and enhance overall customer experience.
Educate customers on digital banking platforms and promote the adoption of self-service channels to improve service efficiency.
Monitor and report on service quality metrics, identifying trends and recommending corrective actions to management.
Ensure adherence to anti-money laundering (AML) and know your customer (KYC) guidelines during all customer interactions and transactions.
Support periodic training sessions to stay updated on new products, services, and regulatory changes impacting customer service operations.
Contribute to the development and implementation of customer service policies and procedures aligned with the bank’s strategic objectives.
Skill:-
Customer Relationship Management
Financial Product Knowledge
Regulatory Compliance (KYC/AML)
Conflict Resolution
Digital Banking Platforms
CRM Software Proficiency
Data Entry and Record Keeping
Communication and Interpersonal Skills
Problem-Solving
Time Management
Multilingual Communication
Operational Process Improvement
Preferred Qualifications:-
Bachelor’s degree in Finance, Business Administration, or a related field from a recognized university.
Minimum of 3 years of experience in customer service within the financial services industry, preferably in banking operations.
Strong knowledge of banking products, financial regulations, and compliance standards relevant to the Indian banking sector.
Proven ability to handle complex customer queries and resolve conflicts effectively while maintaining high service standards.
Familiarity with digital banking tools, CRM software, and customer service management systems.
Excellent communication skills in English and local languages to effectively engage with a diverse customer base.
Certification in customer service or banking operations (e.g., NISM, IIBF certifications) is an added advantage.
Key Performance Indicators: #*Key Performance Indicators*#
Required Competencies: #*Required Competencies*#
Required Knowledge: #*Required Knowledge*#
Required Skills: #*Required Skills*#
Required abilities
Physical: #*Physical*#
Other: #*Other*#
Work Environment Details: #*Work Environment Details*#
Specific requirements
Travel: #*Travel*#
Vehicle: #*Vehicle*#
Work Permit: #*Work Permit*#
Other details
Pay Rate: #*Pay Rate*#
Contract Types: #*Contract Types*#
Time Constraints: #*Time Constraints*#
Compliance Related: #*Compliance Related*#
Union Affiliation: #*Union Affiliation*#

Skills
Process Improvement, CRM, Regulatory Compliance, Data Entry

Experience
3+ yrs

Employment type
Full Time

Work arrangement
No