Associate Customer Service Manager
About this role
About the Role
The Associate Customer Service Manager is a critical role within the Rural Banking function, responsible for managing branch operations and delivering exceptional customer service. The role focuses on scaling up the retail banking business by ensuring efficient use of resources and technology. As the central custodian of all Rural Banking documents for the branch, the role bearer supports operational activities related to rural and semi-urban retail products. The position is accountable for maintaining the customer lifecycle, fulfilling service requests, and ensuring a seamless banking experience.
Key Responsibilities
Primary Responsibilities
- Oversee day-to-day operations and administration of the branch, ensuring strict compliance with bank policies and procedures.
- Manage service delivery for both internal and external customers at the designated rural branch.
- Perform data entry for application forms, customer ID creation, and account setup.
- Conduct document verification, including KYC checks, application forms, and loan documentation.
- Handle cash and clearing transactions securely and efficiently.
- Maintain a strong audit rating for the branch through consistent compliance and operational excellence.
- Partner with business teams to implement key operational and regulatory practices, including lending operations and risk management.
- Lead quality initiatives to optimize processes, improve turnaround times (TAT), and upgrade service level agreements (SLAs).
- Utilize automation and digitization tools to enhance operational efficiency.
Secondary Responsibilities
- Ensure the branch is always well-maintained and operationally ready.
- Support the delivery of retail banking products in rural and semi-urban areas.
- Assist in implementing community development and livelihood advancement initiatives.
What We Are Looking For
Education
- Graduate in any discipline (e.g., BA, BCom, BBA, BSc, BTech, BE).
Experience
- Minimum 1yearsof relevant experience in banking or allied financial services.
Skills and Attributes
- Strong understanding of branch operations and banking procedures.
- Excellent organizational and administrative skills.
- High attention to detail and compliance orientation.
- Strong communication and customer service capabilities.
- Ability to manage multiple tasks and meet deadlines.
- Proficiency in banking systems and digital tools.
- Problem-solving mindset with a focus on continuous improvement.
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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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