job description
for the :Customer Service Executive (CSE) Muthoot FinCorp:Role Overview
- Role Title: Customer Service Executive (CSE)
- Company: Muthoot FinCorp
- Department: Branch Business
- Reports To: Branch Manager (BM)
- Role Summary: Serves as a primary liaison for walk-in customers, handling daily business transactions, answering product and service queries, fulfilling inquiries efficiently, and attracting potential customers.

Key Responsibilities

- Operational Excellence:
- Handle daily operations including gold estimation and valuation, document verification, and KYC processing.
- Attend to walk-in customers, inbound phone calls, and email inquiries regarding products and services.
- Resolve complaints within stipulated timelines and escalate unresolved issues to internal teams.
- Maintain accurate transaction data, customer records, and document filings.
- Customer Relations:
- Address grievances and escalations to deliver customer delight.
- Follow up with existing customers regarding account statuses, payment schedules, and overdues.
- Collect customer feedback and suggestions to help improve branch experience.
- Business Development & Compliance:
- Engage walk-in customers to identify their financial needs, suggest suitable products,



and identify cross-selling/upselling opportunities.
- Maintain high ethical standards, adhering to the Manual of Instructions and statutory guidelines.
- Promptly escalate fraudulent activities or security incidents. Key Decisions & Interactions
- Decision Authority: Assess gold loan applications to approve, deny, or recommend them to the Assistant Branch Manager or Branch Manager. Identify potential application fraud.
- Stakeholder Interactions: Collaborate regularly with the Branch Manager, Assistant Branch Manager, Area Manager, and support functions (Finance, Admin, Collections, IT), as well as direct interactions with customers. Eligibility & Requirements
-

Education:
Undergraduate or Bachelor's degree in Business Administration, Management, or an equivalent field.
-

Experience:
Freshers are eligible in customer-facing roles, customer support, or field sales.
- Key

Skills:

- Proficiency in MS Office; familiarity with CRM or ERP systems is desirable.
- Bilingual capabilities with a robust understanding of the local market.
- Core competencies in Customer Focus, Collaboration, Effective Communication, Interpersonal survey, and Instilling Trust.

📌 Customer Service Executive (Chennai)
🏢 Bfsi Ssc
📍 Chennai