Associate Customer Service Manager
About this role
Job Requirements
Role/Job Title: Associate Customer Service Manager
Function/Department: Rural Banking
Job Purpose:
The role entails managing and scaling up the retail banking business for the branch managing operations and resources in the most cost efficient and technology effective manner. The role bearer would lead customer service and branch operations for a designated branch and be responsible for the daily branch upkeep. This role is the central custodian of all Rural Banking documents for the branch and provides operational support for Rural and semi urban Retail products. The role bearer is primarily accountable for ensuring seamless maintaining of customer life cycle, fulfilling customer requests and providing best-in class service.
Roles & Responsibilities:
- Responsible for day-to-day operations and administration of the Branch, ensuring strict compliance with Bank's policies and procedures.
- Responsible for branch operations and service delivery to the customers of a designated branch in our rural network.
- Data entry of application forms, creation of customer IDs, accounts, etc.
- File / document checking including KYC checking, application forms and loan document verification.
- Handling cash and clearing transactions.
- Maintaining good audit rating for the branch.
- Work towards ensuring best in class service delivery at the branch for external and internal customers.
- Work as an effective business partner in strategizing and driving the implementation of critical operational and regulatory practices for the branch such as compliance, Lending operations and operational risk.
- Oversee quality initiatives across operations team for optimization of processes in order to improve TAT and upgradation of SLAs.
- Employ tools such as automation and digitization to increase process efficiency.
Education Qualification:
Graduation: BA / BCom / BBA / BSc / BTech / BE or any other graduate
Experience: 2 to 5 years of relevant experience in Banking or allied Business.
Company at a glance
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Formed in December 2018 through the merger of infrastructure finance giant IDFC Bank and retail finance specialist Capital First, we commenced commercial banking operations in 2016. Our core principles:
Vision: Building a world-class bank in India, driven by ethical, customer-friendly, digital, and socially responsible banking principles.
Universal Bank: Offering a comprehensive range of services like Retail, MSME, Rural, Startups, Cash & Wealth Management, Deposits, Corporate & Government Banking, Working Capital, Trade Finance, and Treasury Solutions.
Ethical Banking: We follow a 'Near and Dear' test, ensuring products are customer-friendly enough for employees to recommend to loved ones. We simplify legal jargon for clarity and offer 'ZERO FEE Banking' on all savings account services like SMS alerts, IMPS, RTGS, NEFT, ATM withdrawals, and more, making it India’s 1st & only bank to do so.
Customer-Friendly Banking: IDFC FIRST Bank credits monthly interest on savings accounts, offers lifetime-free credit cards with non-expiring rewards and transparent fees.
Technology-led Banking: Seamless services across mobile, branches, internet banking, call centres, & relationship managers. Our mobile app, with 250+ features, is rated 4.8 on Google Play & the App Store.
Global rating agency Forrester ranked it India’s best & among the world’s top 20 for two consecutive years.
Social Good Banking: Focusing on financial inclusion, we serve 40M+ customers, with 16M lifestyle improvement loans,15M loans to 4.3M women entrepreneurs, 6.5M vehicle loans, 1M each for sanitation & livelihood, 300K SME, and 100K home loans.
ESG Goals: We hold high ESG scores, demonstrating our commitment to financial inclusion & social responsibility.
Creating a new-age, ethical and world-class institution for India is a privilege for its employees.
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