Position description:
Ensure superior customer service during all branch transactions. Act as a key coordinator between tellers, team leaders, and customers.
Primary Responsibilities
- 1. Manage maker-checker roles, customer assistance (‘May I Help You’), and inventory authorization. 2. Act as custodian for lockers, vaults, and keys; ensure safety and regular checks. 3. Provide front-end service including cash disbursal, DDs, cheque handling, and query resolution. 4. Address customer grievances and provide solutions per bank policies. 5. Support BOSM in daily operations and branch service standards. 6. Guide and assist customers with banking transactions and referrals. 7. Monitor and improve service quality; implement corrective actions. 8. Engage with dormant clients to activate and deepen relationships. 9. Lead and supervise the Customer Service Executive team.
Additional Responsibilities
- 1. Cross-sell and promote bank products across all customer segments. 2.
Identify customer needs and recommend suitable banking solutions. 3. Generate referrals for assets, insurance, and investment products. 4. Support sales campaigns and drive product penetration at the branch level. 5. Maintain product knowledge and train team members on offerings.
Reporting Team
- Reporting Designation:
- Reporting Department:
Required Certification/s
Required Training/s:
Required Work Experience
- Industry: Customer Service/ Front Desk experience in Banking/Any Industry
- Role: Executive/Officer
- Years of experience: 0 to 3
Key Performance Indicators:
Customer Satisfaction Score (CSAT), First Contact Resolution Rate, TAT for Complaint/Query Resolution, Cross-sell Product Conversion Rate, Number of Referrals Generated, Dormant Account Activation Rate,
📌 Customer Service Manager (Mumbai)
🏢 AU Small Finance Bank
📍 Mumbai
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