Customer Service Officer

Au Small Finance Bank Ltd.; Bharatpur; On-site; INR 300,000 - 540,000; Full time

Job summary

AU Small Finance Bank Limited is seeking a Customer Service Officer to deliver high-quality financial service experiences. You will manage customer inquiries, resolve issues, assist in onboarding, and support banking operations while upholding trust and regulatory compliance.

The role requires understanding financial products and processes within Indian banking. Join the Operations and Services team to enhance customer satisfaction, maintain records, and promote digital channels.

Qualifications

• Minimum 3 years of customer service experience in financial services, preferably banking operations.
• Strong knowledge of banking products and compliance standards in India.
• Experience with CRM tools and digital banking platforms is desirable.

Responsibilities

• Serve as the primary contact for customers regarding banking products, accounts, and transactions.
• Resolve complaints by coordinating with relevant departments for timely solutions.
• Assist with account openings, loan applications, and other banking services.
• Maintain detailed records of interactions and feedback for audits and improvement.
• Collaborate with operations to streamline service processes and reduce turnaround times.
• Educate customers on digital banking and promote self-service channels.
• Monitor service quality metrics and report trends to management.
• Ensure AML/KYC compliance in all customer interactions and transactions.
• Support training on new products and regulatory changes.
• Contribute to customer service policy development aligned with strategic objectives.

Skills

Customer Relationship Management

Financial Product Knowledge

Regulatory Compliance (KYC/AML)

Conflict Resolution

Digital Banking Platforms

CRM Software Proficiency

Data Entry and Record Keeping

Communication and Interpersonal Skills

Problem-Solving

Time Management

Multilingual Communication

Operational Process Improvement

Education

Bachelor’s degree in Finance / Business Administration

Tools

CRM Software

Job description

Group Company: AU Small Finance Bank Limited

Designation: Customer Service Officer

Office Location:

Primary Responsibilities: #*Primary Responsibilities*#

Additional Responsibilities: #*Additional Responsibilities*#

Reporting Team

• Reporting Designation: #*Reporting Designation*#
• Reporting Department: #*Reporting Department*#

#*Education and Experience*#

• Category: #*Category*#
• Field specialization: #*Field specialization*#
• Degree: #*Degree*#
• Academic score: #*Academic score*#

Required Certification/s: #*Required Certification/s*#

Required Training/s: #*Required Training/s*#

Required work experience

• Role: #*Role*#
• Years of experience: #*Years of experience*#

Job Brief

Join AU Small Finance Bank Limited's Operations and Services team as a dedicated Customer Service Officer, where you will play a pivotal role in delivering exceptional financial service experiences to our diverse clientele. This position demands a proactive professional who can efficiently manage customer inquiries, resolve issues, and support banking operations while upholding the bank's commitment to trust, transparency, and customer satisfaction. The role requires a thorough understanding of financial products, regulatory compliance, and operational procedures within the financial services sector, ensuring seamless service delivery and contributing to the bank's growth and reputation.

Responsibilities

• Serve as the primary point of contact for customers, addressing inquiries related to banking products, account services, and transactions with accuracy and professionalism.
• Resolve customer complaints and issues promptly by coordinating with relevant departments to ensure timely and effective solutions.
• Assist customers in account opening, loan applications, and other banking services while ensuring compliance with internal policies and regulatory requirements.
• Maintain detailed and accurate records of customer interactions, transactions, and feedback to support operational audits and service improvement initiatives.
• Collaborate with the operations team to streamline service processes, reduce turnaround times, and enhance overall customer experience.
• Educate customers on digital banking platforms and promote the adoption of self-service channels to improve service efficiency.
• Monitor and report on service quality metrics, identifying trends and recommending corrective actions to management.
• Ensure adherence to anti-money laundering (AML) and know your customer (KYC) guidelines during all customer interactions and transactions.
• Support periodic training sessions to stay updated on new products, services, and regulatory changes impacting customer service operations.
• Contribute to the development and implementation of customer service policies and procedures aligned with the bank’s strategic objectives.

Skill

• Customer Relationship Management
• Financial Product Knowledge
• Regulatory Compliance (KYC/AML)
• Conflict Resolution
• Digital Banking Platforms
• CRM Software Proficiency
• Data Entry and Record Keeping
• Communication and Interpersonal Skills
• Problem-Solving
• Time Management
• Multilingual Communication
• Operational Process Improvement

Preferred Qualifications

• Bachelor’s degree in Finance, Business Administration, or a related field from a recognized university.
• Minimum of 3 years of experience in customer service within the financial services industry, preferably in banking operations.
• Strong knowledge of banking products, financial regulations, and compliance standards relevant to the Indian banking sector.
• Proven ability to handle complex customer queries and resolve conflicts effectively while maintaining high service standards.
• Familiarity with digital banking tools, CRM software, and customer service management systems.
• Excellent communication skills in English and local languages to effectively engage with a diverse customer base.
• Certification in customer service or banking operations (e.g., NISM, IIBF certifications) is an added advantage.

Key Performance Indicators: #*Key Performance Indicators*#

Required Knowledge: #*Required Knowledge*#

Required Skills: #*Required Skills*#

Required abilities

• Physical: #*Physical*#
• Other: #*Other*#

Specific requirements

• Travel: #*Travel*#
• Vehicle: #*Vehicle*#
• Pay Rate: #*Pay Rate*#
• Contract Types: #*Contract Types*#
• Time Constraints: #*Time Constraints*#
• Compliance Related: #*Compliance Related*#
• Union Affiliation: #*Union Affiliation*#