Banker-Customer Experience

IDFC FIRST Bank; Zirakpur; On-site; INR 350,000 - 550,000; Full time

Job summary

IDFC FIRST Bank is seeking a Banker – Customer Experience in its Retail Banking division. The role centers on delivering outstanding service, engaging customers efficiently, and building strong client relationships.

You will manage customer portfolios, drive business through cross-selling, ensure regulatory compliance, and support branch performance. The position emphasizes resolving queries promptly, achieving targets, and maintaining high integrity.

Qualifications

• 1–4 years of relevant banking or allied sector experience.
• Graduate degree; MBA preferred.
• Fluent in English with strong communication and problem-solving abilities.

Responsibilities

• Engage daily with customers to drive growth in CA, SA, and TD, plus cross-sell assets, wealth products, Retail Trade Forex and credit cards.
• Achieve business targets as defined in the performance scorecard.
• Provide need-based product solutions by aligning customer requirements with offerings.
• Assess customer potential and increase product penetration per relationship.
• Generate referrals and additional business from existing customers.
• Ensure prompt and customer-focused resolution of queries and complaints.
• Adhere to AML, KYC, and Data & Information Security regulatory requirements and internal policies.
• Assist in the closure of audit observations and ensure compliance.
• Deliver best-in-class customer service to strengthen loyalty and retention.

Skills

Customer engagement

Relationship management

Cross-selling

Portfolio management

Communication

Problem solving

AML/KYC awareness

Data & Information Security

Education

Graduate in any discipline

MBA preferred

Job description

Job Requirements

About the Role

The Banker – Customer Experience is a front-line position within the Retail Banking division, responsible for delivering exceptional customer service and building strong client relationships. The role focuses on engaging customers efficiently and cost-effectively to become their preferred banking partner. The incumbent will manage customer portfolios, drive business growth through cross-selling, ensure operational excellence, and maintain compliance with regulatory standards. This role is crucial for driving customer satisfaction and enhancing branch-wide performance.

Key ResponsibilitiesPrimary Responsibilities

• Engage daily with customers to drive growth in Current Accounts (CA),Savings Accounts (SA), andTerm Deposits (TD), along with cross-selling of assets, wealth products, Retail Trade Forex and credit cards
• Achieve business targets as defined in the performance scorecard.
• Provide need-based product solutions by aligning customer requirements with business offerings.
• Assess customer potential and increase product penetration per relationship.
• Generate referrals and additional business from existing customers.
• Ensure prompt and customer-focused resolution of queries and complaints.
• Adhere to banking regulations and internal policies related toAnti-Money Laundering (AML),Know Your Customer (KYC), andData & Information Security.
• Assist in the closure of audit observations and ensure compliance.

Secondary Responsibilities

• Conduct internal audits and ensure compliance with all regulatory and organizational guidelines.
• Deliver best-in-class customer service to strengthen customer loyalty and retention.

What We Are Looking ForEducation

• Graduate in any discipline.
• Postgraduate qualification (MBA) preferred.

Experience

• 1 to 4 years of relevant experience in banking or allied sectors.

Skills and Attributes

• Strong customer engagement and relationship management skills.
• Ability to understand and match customer needs with appropriate banking solutions.
• Excellent communication and problem-solving abilities.
• High level of integrity and adherence to compliance standards.
• Proficiency in cross-selling and portfolio management.
• Awareness of banking regulations and operational procedures.
• Fluent in English with strong business communication skills and problem-solving abilities.