Customer Care Representative

Position overview

This is a full-time branch-based role in the Branch Banking department, positioned at Grade AM-II and reporting to the Branch Operations Manager. The role is centered on creating a smooth, positive customer experience, making customers feel valued, and helping improve retention.

The incumbent is expected to respond to customer questions and complaints promptly, and to help reduce grievances that escalate to regional SQ.

Role scope

The role covers both financial and non-financial branch support activities, including service handling, branch audits, cheque stoppage and bounce support, Aadhaar enrolment, generation of quality sales leads, and management of internal and external queries.

Key responsibilities

The position involves greeting branch walk-in customers, understanding their needs, and directing them toward the right solution. It also includes identifying cross-sell opportunities for suitable products and services and following the branch-level life events management process in line with the stated guidelines.

Customer service duties include resolving queries according to defined standards, escalating exceptions to the Assistant CRM or CRM, supporting customer satisfaction surveys and service audits, maintaining contact through phone and face-to-face interactions, and conducting exit interviews for customers who leave, with findings shared to the Assistant CRM and CRM. The role also supports Microfinance Plus activities and closure of presidential complaints raised by customers of the branch.

Operational responsibilities include visiting customers whose loans were rejected or cancelled and reporting the reasons, processing non-financial service requests such as mobile number updates, passbook printing, account statements, cheque books, ATM and PIN requests, closure requests for FD/CASA/RD accounts, and address changes. The role also manages complaints received through BCs, shares product and process feedback with CRM, helps create awareness around appropriate loan use and savings, and encourages customers to use alternate channels such as ATMs, BCs, kiosks, and phone banking.

In addition, the incumbent must report improper collection practices by branch staff or group/center members to ACRM or CRM, support the cashier during busy cash disbursement and repayment periods, coordinate with the cash and accounts maintenance team for smooth branch functioning, ensure loan documents are scanned on time to meet TAT requirements, and assist with internal and external audit coordination in the branch.

Learning and compliance responsibilities include staying updated on products, services, and regulatory requirements such as KYC/AML norms, completing certification programs arranged by the service quality and operations teams, meeting mandatory training requirements, and completing goal-setting, mid-year review, and appraisal activities within the required timelines.

Requirements

The role requires any graduation, diploma, or ITI qualification. A minimum of 1 to 2 years of customer service experience is expected. No certifications are listed as mandatory.

Additional information

Department: Branch Banking

Sub-department: Not specified

Location type: Branch

Reports to: Branch Operations Manager

Reporting into: NA

Prepared by: Priyanka Pal

Prepared on: 23-03-2026

Reviewed by: Jyothi Mohan

Reviewed on: 23-03-2026

Last updated by: TM Team

Last updated on: 27-03-2026

Note: This is an internal document.