Group Company: AU Small Finance Bank Limited

Designation: Customer Service Officer

Office Location:

Position description: #Position description#

Primary Responsibilities: #Primary Responsibilities#

Additional Responsibilities: #Additional Responsibilities#

Reporting Team

- Reporting Designation: #Reporting Designation#
- Reporting Department: #Reporting Department#

Educational qualifications preferred

#Education and Experience#

- Category: #Category#
- Field specialization: #Field specialization#
- Degree: #Degree#
- Academic score: #Academic score#
- Institution tier: #Institution tier#

Required Certification/s: #Required Certification/s#

Required Training/s: #Required Training/s#

Required work experience

- Industry: #Industry#
- Role: #Role#
- Years of experience: #Years of experience#

Job Brief:- Join AU Small Finance Bank Limited's Operations and Services team as a dedicated Customer Service Officer, where you will play a pivotal role in delivering exceptional financial service experiences to our diverse clientele. This position demands a proactive professional who can efficiently manage customer inquiries, resolve issues, and support banking operations while upholding the bank's commitment to trust, transparency, and customer satisfaction. The role requires a thorough understanding of financial products, regulatory compliance, and operational procedures within the financial services sector, ensuring seamless service delivery and contributing to the bank's growth and reputation.Responsibilities:-

- Serve as the primary point of contact for customers, addressing inquiries related to banking products, account services, and transactions with accuracy and professionalism.




- Resolve customer complaints and issues promptly by coordinating with relevant departments to ensure timely and effective solutions.
- Assist customers in account opening, loan applications, and other banking services while ensuring compliance with internal policies and regulatory requirements.
- Maintain detailed and accurate records of customer interactions, transactions, and feedback to support operational audits and service improvement initiatives.
- Collaborate with the operations team to streamline service processes, reduce turnaround times, and enhance overall customer experience.
- Educate customers on digital banking platforms and promote the adoption of self-service channels to improve service efficiency.
- Monitor and report on service quality metrics, identifying trends and recommending corrective actions to management.
- Ensure adherence to anti-money laundering (AML) and know your customer (KYC) guidelines during all customer interactions and transactions.
- Support periodic training sessions to stay updated on new products, services, and regulatory changes impacting customer service operations.
- Contribute to the development and implementation of customer service policies and procedures aligned with the bank’s strategic objectives.

Skill:-

- Customer Relationship Management
- Financial Product Knowledge
- Regulatory Compliance (KYC/AML)
- Conflict Resolution




- Digital Banking Platforms
- CRM Software Proficiency
- Data Entry and Record Keeping
- Communication and Interpersonal Skills
- Problem-Solving
- Time Management
- Multilingual Communication
- Operational Process Improvement

Preferred Qualifications:-

- Bachelor’s degree in Finance, Business Administration, or a related field from a recognized university.
- Minimum of 3 years of experience in customer service within the financial services industry, preferably in banking operations.
- Solid knowledge of banking products, financial regulations, and compliance standards relevant to the Indian banking sector.
- Proven ability to handle complex customer queries and resolve conflicts effectively while maintaining high service standards.
- Familiarity with digital banking tools, CRM software, and customer service management systems.
- Excellent communication skills in English and local languages to effectively engage with a diverse customer base.
- Certification in customer service or banking operations (e.g., NISM, IIBF certifications) is an added advantage.

Key Performance Indicators: #Key Performance Indicators#

Required Competencies: #Required Competencies#

Required Knowledge: #Required Knowledge#

Required Skills: #Required Skills#

Required abilities

- Physical: #Physical#
- Other: #Other#

Work Environment Details: #Work Environment Details#

Specific requirements

- Travel: #Travel#
- Vehicle: #Vehicle#
- Work Permit: #Work Permit#

Other details

- Pay Rate: #Pay Rate#
- Contract Types: #Contract Types#
- Time Constraints: #Time Constraints#
- Compliance Related: #Compliance Related#
- Union Affiliation: #Union Affiliation#

📌 Customer Service Officer (Bharatpur)
🏢 AU Small Finance Bank
📍 Bharatpur