• POSITION DESCRIPTION JOB TITLE : Officer-DigiMitra GRADE : DM-II DEPARTMENT : Phone Banking

LOCATION:
HO SUB-DEPARTMENT : Phone Banking TYPE OF POSITION : Full-time REPORTS TO : Team Leader – DigiMitra REPORTING INTO NA
• ROLE PURPOSE & OBJECTIVE
• Own end-to-end resolution of customer service requests and complaints related to Digital Banking channels, ensuring superior customer experience.
• Manage CRM service requests within defined Turnaround Time (TAT) while maintaining high quality and compliance standards.
• Identify recurring issues, perform root cause analysis and recommend process, product, and system improvements.
• Minimize customer escalations through proactive ownership, timely communication, and effective resolution management.
• Ensure adherence to regulatory, audit and internal requirements while handling customer requests.
• SIZE OF THE ROLE FINANCIAL SIZE NON-FINANCIAL SIZE
• 50 Lakhs cross sales monthly Productivity
• 150 to 200 cases managed Per month.
• 2000+ cases managed by PB Authorization Desk.
• Coordinate with Branches/business SPOC’s for customer issues and escalations
• KEY DUTIES & RESPONSIBILITIES OF THE ROLE
• Business/ Financials
• Resolve customer queries/requests/issues around digital channels.
• Respond to customer within specified Time line after SR is assigned.
• Raise ticket in Manage engine and Follow-up with IT for closure of SR/ME tickets within TAT
• Handle Digital Channels Related Requests & Complaints raised by Branches, Phone Banking Officers, SQ and customer care teams.
• Responsible for connecting with customer post SR is reviewed.
• Raise ticket in Manage engine and Follow-up with IT If the issue requires IT support
• Ensure that the established procedures for each service request, including logging, processing and progress chasing issues are followed
• Adhere to all Service and Business metrics set for the unit




• Responsible for suggesting methods to improve area operations, efficiency and service.
• Work as a checker for ETE processes and manage checker activity.
• Work on SR’s assigned in CRM and closure of SR’S within TAT.
• Responsible for coordinating with relevant stakeholders to ensure within TAT closure of SRs.
• Monitor Critical cases and ensure zero percent lapse.
• Monitor cases pertaining to transaction dispute and do case wise modification where ever necessary.
• Customer (Both Internal & External)
• Contact the customer after obtaining resolution from relevant team and resolve SR/Complaints
• Accurate and timely resolution of complaints/ customer issues
• Provide splendid customer services to customers in a friendly and courteous manner at all times
• Have sufficient knowledge about the banking products and services to respond to all customer inquiries accordingly
• Improve customers’ banking experience by ensuring customer issues are attended promptly and all their challenges are resolved within TAT.
• Establish and promote cordial relationship with customers, ensuring prompt attendance to their inquiries and solving their problems to grant them maximum satisfaction
• Channelize complex customer complaints and challenges to the right departments for effective resolution.
• Ensure immediate action on Critical cases.
• Internal Process
• Ensure defined productivity Metrics and service metrics are maintained.
• Ensure that all the bank’s policies and procedures,



code of conduct and regulatory guidelines are strictly complied with in the process of discharging duties
• Ensure all calls are tagged accurately in CRM
• Help all other members of staff in other departments of the bank by liaising with them through healthy interactions
• Handle small projects
• Innovation & Learning
• Ensure adherence to training man-days/ mandatory training programs for self and self
• Continuously update skills by participating in professional trainings, attend courses as instructed by management and be willing to contribute acquired knowledge to the development of the bank.
• MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS Educational Qualifications
• Graduate in any discipline Experience(Years and Core Experience Type)
• 2 to 4 years of work experience in customer service, helpdesk, Digital Adoption teams, tele-calling preferably Certifications
• NA Functional Skills
• Relationship Management
• Business Management
• Customer Relationship
• Upselling and Cross Selling
• Basic excel & PPT knowledge Behavioral Skills
• Good communication skills – both oral and written
• Good interpersonal management skills
• Problem solving skills
• Decision making ability Competencies
• Banks Product Knowledge
• Planning and Organizing Skills
• Sales and Influencing Skills
• Awareness of Banking regulations
• Flexible to work in 24/7 shifts
• Versatile to work in different LOB’s within Phone Banking
• KEY INTERACTIONS INTERNAL EXTERNAL
• Operations team
• Branch team
• Products team
• Service Quality
• Deliverables team
• IT team
• Digital Team
• CRM Support Team
• Finacle Support Team
• NTB/ETB Customers
• Referrals Prepared by: Subrat B Date: 20 th May 2026 Reviewed by: Shiv K C Date: 3 rd July 2026 Last updated by: TM Team Date: 7 th July 2026 This is Internal document.

📌 Officer-Digimitra (Bengaluru)
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