Associate Customer Service Manager

IDFC FIRST Bank; Indore District; On-site; INR 450,000 - 620,000; Full time

Job summary

IDFC FIRST Bank in Indore is seeking an Associate Customer Service Manager to lead branch operations within Rural Banking and ensuring superior customer service. You will manage daily activities, data entry, KYC checks, and secure cash handling while upholding bank policies.

The role focuses on scaling retail banking in rural and semi-urban areas and driving process improvements with digital tools. Ideal candidates have a bachelor’s degree, at least 1 year in banking, strong communication, and

Qualifications

• Graduate in any discipline.
• Minimum 1 year of relevant banking experience.
• Strong communication and customer service skills.
• Knowledge of KYC and banking procedures.

Responsibilities

• Oversee day-to-day branch operations and adhere to bank policies.
• Deliver service to internal and external customers at the rural branch.
• Perform data entry for forms, customer ID creation, and account setup.
• Conduct document verification including KYC and loan documentation.
• Handle cash and clearing transactions securely and efficiently.
• Maintain a strong audit rating through compliance and excellence.
• Lead initiatives to optimize processes and improve SLAs.
• Utilize automation and digital tools to enhance efficiency.
• Ensure branch is well-maintained and operational.
• Support delivery of rural retail products and community initiatives.

Skills

Branch operations

Customer service

Compliance

Communication

Multitasking

Education

Bachelor's degree

Job description

Job Requirements

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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Requirements: