IDFC FIRST Bank—Customer Service Manager

Job description

Description: Job Requirements Role/ Job Title: Customer Service Manager Business: Branch Banking Function/ Department: Branch Banking Job Purpose: 'The role focuses on engaging with customers, managing retail banking operations, driving liability growth, and ensuring compliance with regulatory standards. The incumbent plays a key part in enhancing customer satisfaction, supporting cross-sell initiatives, and contributing to the overall performance of the branch Roles & Responsibilities: '• Process banking transactions such as deposits, withdrawals, and payments accurately and efficiently. • Maintain and balance cash drawers, ensuring accurate record-keeping of all transactions. • Promote and cross-sell bank products and services to customers. • Engage daily with customers to drive growth in Current Accounts (CA), Savings Accounts (SA), and Term Deposits (TD), along with cross-selling of asset and wealth products. • Achieve business targets as defined in the performance scorecard. • Provide need-based product solutions by aligning customer requirements with banking offerings. • Address customer inquiries and resolve complaints promptly and effectively. • Adhere to banking regulations and internal policies related to Anti-Money Laundering (AML), Know Your Customer (KYC), and Data & Information Security. • Assist in the closure of audit observations and ensure compliance with audit requirements. Secondary Responsibilities: '• Collaborate with branch team members to meet branch goals and service standards. • Maintain a high level of attention to detail and accuracy in all tasks. • Support branch operations during peak hours, Qualifications: Graduate Years of Experience: 0 - 4 years Skills: cash handling, regulatory compliance, customer service, anti-money laundering, know your customer, banking operations, conflict resolution, record keeping, branch operations, team leadership, personal branding, problem solving, learning agility, business process management, conflict management, developing people, root cause analysis, sales techniques, communication & influence, digital literacy, service metrics, compliance, cross selling, product knowledge, drive & rigour, lean six sigma, team management, customer engagement, customer feedback