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:- AU Small Finance Bank Limited is seeking a dedicated and detail-oriented professional to join our Operations and Services team. This role involves managing customer interactions with a focus on delivering exceptional service, resolving inquiries efficiently, and supporting the bank's commitment to financial inclusion and customer satisfaction. The ideal candidate will have a strong understanding of financial products, excellent communication skills, and the ability to handle complex customer issues while adhering to regulatory and compliance standards within the financial services industry.
Responsibilities:-
Serve as the primary point of contact for customers, addressing inquiries related to banking products and services promptly and accurately.
Assist customers with account opening, maintenance, and transaction processing in compliance with bank policies and regulatory requirements.
Resolve customer complaints and issues by investigating problems, providing appropriate solutions, and escalating when necessary to ensure timely resolution.
Educate customers on the bank’s financial products, services, and digital banking platforms to enhance customer experience and promote product adoption.
Maintain accurate records of customer interactions, transactions, and feedback using the bank’s CRM and operational systems.
Collaborate with internal departments such as credit, compliance, and operations to facilitate smooth service delivery and resolve customer-related issues.
Monitor and report on customer service metrics to identify trends and areas for improvement, contributing to the continuous enhancement of service quality.
Ensure adherence to all regulatory guidelines, internal policies, and audit requirements to mitigate risks and maintain the bank’s reputation.
Participate in training programs to stay updated on new products, services, and compliance changes within the financial services sector.
Support branch operations by assisting in cash handling, documentation verification, and other administrative tasks as required.
Skill:-
Customer Relationship Management (CRM) Software
Financial Product Knowledge
Regulatory Compliance
Conflict Resolution
Effective Communication
Data Entry and Documentation
Problem-Solving
Digital Banking Platforms
Attention to Detail
Multitasking and Time Management
Preferred Qualifications:-
Bachelor’s degree in Finance, Business Administration, or a related field from a recognized university.
Minimum of 2-4 years of experience in customer service within the banking or financial services industry, preferably in a similar role.
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
CRM, Regulatory Compliance, Data Entry, Documentation

Experience
2-4 yrs

Employment type
Full Time

Work arrangement
No