· This role involves active customer engagement, operations and regulatory compliance, contributing to service excellence, customer and revenue growth.
· Primary responsibility is Locker Operations and Customer Service
Key Result Areas
· Customer Experience – deliver consistent and visible standards of service that will result in increased Customer Satisfaction and retention.
· Brand Advocacy – nurture Customer relationships that will lead to higher levels of customer advocacy and growth goals.
Key Responsibilities
· Provide end-to-end customer support for locker issuance, access, and renewals.
· Educate customers about FDs and NCDs, handle inquiries, and support documentation and account setup.
· Maintain high standards of customer satisfaction and resolve complaints swiftly.
· Ensure compliance with mandated SOP and Statutory norms
· Coordinate with backend teams for service delivery, locker rent collection, and FD / NCD maturity tracking.
· Identify cross-sell opportunities and assist in achieving sales targets for debt instruments.
· Maintain accurate service records, locker registers, and customer data as per compliance protocols.
· Support internal / external audits by ensuring documentation and procedural adherence.
Key Competencies
· Strong communication and interpersonal skills
· Valuable knowledge of locker operations and products viz. FDs, NCDs