IDFC FIRST Bank—Elite Banker - Service

Job description

Description: Job Requirements About the Role : Elite Banker – Service** The Elite Banker – Service role within the Smart Banker department is focused on delivering exceptional customer service. The primary objective is to ensure that all customer interactions are handled efficiently, with timely resolutions provided within defined turnaround times (TAT). The role emphasizes service quality, customer satisfaction, and promoting the use of alternate service channels. Key Responsibilities Primary Responsibilities - Ensure all customer queries are attended to promptly and resolved within the defined TAT. - Maintain high standards of service quality across all interactions. - Monitor and improve Average Handling Time (AHT) and First Contact Resolution (FCR) metrics. - Promote channel migration by encouraging customers to use alternate service channels. Secondary Responsibilities - Drive and support all initiatives within the Customer Contact Center aimed at enhancing service delivery and operational efficiency. What We Are Looking For Education - Graduation: Any discipline (Full-Time) - Postgraduation: MBA / PGDM / Any discipline (Preferred) Experience - Minimum of 2 years of relevant experience in customer service or a related field. Skills and Attributes - Strong communication and interpersonal skills. - Ability to manage customer expectations and deliver resolutions effectively. - Proficiency in handling service metrics such as AHT, FCR, and TAT. - Adaptability to new technologies and service channels. - Team-oriented mindset with a proactive approach to problem-solving. Skills: customer service, service metrics management, first contact resolution, average handling time, channel migration, operational efficiency, problem solving, conflict resolution, investment strategies, banking operations, customer relationship management software, service quality management, loan processing, sales funnel management, stress management, crm utilization, personal branding, customer satisfaction, learning agility, financial analysis, cash handling, customer acquisition strategy, client retention, developing people, communication & influence, account management, sales target tracking & reporting, digital literacy, credit evaluation, market analysis