Company Description AU SMALL FINANCE BANK began over three decades ago as the vision of Mr.

Sanjay

Agarwal, a merit holder Chartered Accountant and first-generation entrepreneur, supported by a highly skilled team. The bank has grown from its early days into one of the fastest-growing small finance banks in India and is now progressing toward becoming a Universal Bank. Its growth is driven by customer-centric solutions designed around the needs of diverse communities. AU SMALL FINANCE BANK remains committed to long-term impact, aligning its business goals with the interests of the communities it serves. The organization values excellence, innovation, and inclusive financial services.

Role Description The Lead Customer Service Inbound role is a full-time, on-site position based in Jaipur. This role is responsible for overseeing inbound customer service operations, including handling incoming calls, emails, and queries, and ensuring timely, accurate resolution of customer issues. The individual will guide and support customer service representatives, monitor performance, and help maintain service quality standards.

Day-to-day tasks include managing call queues, tracking customer feedback, escalating complex cases,



and coordinating with internal teams to address customer needs. The role also involves preparing basic reports on service metrics, suggesting improvements to processes, and contributing to a positive, service-oriented work environment.

Qualifications

- Experience in inbound customer service or contact center operations, preferably in banking or financial services.
- Strong communication and interpersonal skills, with the ability to handle customer queries calmly and professionally.
- Basic proficiency in computer applications, CRM systems, and call-handling tools.
- Ability to lead and mentor team members, manage workflows, and support performance improvement.
- Good problem-solving and analytical skills to resolve customer issues and identify process enhancements.
- Prior experience in a supervisory or lead role in customer service is an advantage.
- Graduate degree in any discipline; additional qualifications in banking, finance, or customer service are beneficial.
- Willingness to work in office in Jaipur and adapt to rotational shifts as per business requirements.

📌 Lead Customer Service Inbound (Jaipur)
🏢 AU Small Finance Bank
📍 Jaipur