1.

Help Desk

Operations

- Handle queries and complaints related to PSU banking services received from VLEs, banking partners, and internal teams.

- Register, track, and resolve service requests within defined timelines.

- Escalate unresolved issues to the concerned banking partners or internal teams.

- Maintain records of complaints, resolutions, and pending cases.

2.

Banking Operations

Support

- Provide operational support for PSU banking services delivered through the CSC network.

- Coordinate with bank officials and internal teams regarding BC-related issues, transaction failures, account-related service requests, and other operational matters.

- Follow up on pending cases and ensure timely resolution.

- Support the implementation of banking processes and operational guidelines.

3. Coordination and Stakeholder Management

- Act as a point of contact between PSU banks, CSC field teams, VLEs, and the PSU Banking Vertical.

- Coordinate with field teams to address service delivery issues and operational challenges.

- Communicate updates and resolutions to the concerned stakeholders.

4. MIS and Reporting

- Prepare daily, weekly,



and monthly reports on complaints, service requests, resolution status, and pending issues.

- Maintain accurate help desk records and ensure timely submission of reports to the reporting manager.

- Track recurring issues and highlight operational bottlenecks for corrective action.

5. Compliance and Service Quality

- Ensure adherence to prescribed banking processes, service standards, and operational guidelines.

- Maintain confidentiality of banking and customer-related information.

- Support audits, data verification, and other compliance-related activities as required.

Required Qualifications and Experience

- Graduate in any discipline; a degree in Commerce, Finance, or Business Administration will be preferred.

- 23 years of experience in banking operations, banking help desk, customer support, or financial services.

- Experience working with PSU banks, Business Correspondent (BC) networks, or financial inclusion projects will be an advantage.

- Valuable working knowledge of MS Excel, email, and MIS reporting.

📌 Executive II PSU Banking Help Desk (Jaipur)
🏢 Common Service Centres (CSC)
📍 Jaipur