Customer Service Officer

Equitas Small Finance Bank; Jaipur; On-site; INR 240,000 - 360,000; Full time

Job summary

Equitas Small Finance Bank currently seeks a Customer Service Officer for its Branch Banking division in Jaipur, Rajasthan. The role requires a minimum of 2 years of experience in customer service and focuses on delivering value through customer-centric banking solutions.

The position is permanent and anchored in the Branch Banking unit, with responsibilities centered on service delivery, customer engagement, and operational accuracy within the local branch network.

Qualifications

• 2 years of relevant experience
• Customer Service Officer role in Branch Banking
• Location: Jaipur, Rajasthan

Skills

Strategic Business Orientation

Customer Focus

Result Orientation

Leadership

Innovation

Business Acumen

Energy at Work

Sustainability

Human Capital

Education

Bachelor of Arts

Job description

Required Experience 2 years

External Title Customer Service Officer

Employment Type Permanent

Employment Category Office

Organisational

Entity Equitas Small Finance Bank

Business Unit Liabilities

Division/Function (SBU) Branch Banking

Department Branch Banking

Sub-Department Branch Banking

Generic Role Customer Service Officer

External Title (Job Role) Customer Service Officer

Division Branch Banking

Zone North

State Rajasthan

Region Rajasthan

Area Jaipur

PT Location Rajasthan

Branch Code 16012

Skills

Strategic Business Orientation Customer Focus Result Orientation with Execution Excellence Weaving Passion and Energy at Work Leadership Through Sustainability Leveraging Human Capital Innovation & Business Acumen

Bachelor of Arts

Working Language

Hindi

Job Description

CSO KRA FY'26-27

Category

P arameters

P arameter Weight %

Achievement Scale

A+/A

B

C/D

E

Business parameter

MoM CASA NTB (Nos)

7.50%

0% to 200%

5

5

4

2

MoM CASA Value (OTB+NTB value growth p.m. -Rs. in Lakhs)

10.00%

0% to 300%

5

4

3

2

LI + GI+ MF - Net Revenue in Rs lacs (Total Yearly Income)- converted to monthly

10.00%

0% to 300%

0.15

0.15

0.10

0.10

MoM RTD Value (OTB+NTB value growth p.m. - Rs. in Lakhs)

12.50%

0% to 200%

8

6

5

3

Locker Nos & Credit Card Nos

5.00%

0% to 200%

5

5

3

3

1 Self Sourced GL disb per month (min 1 lac Ticket size)

5.00%

0% to 200%

Business score contribution %

50%

Operational parameter

Final YTD score

Minimum branch FTR percentage should be 75%. (Branch Score)

5.0%

Above 95 - 150%

90 to 95 - 125%

75 to 89 - 100%

61 to 75 - 50%

51 to 60 - 25%

< 50% - 0%

Audit & Compliance: (Monthly Rating remins till the next audit rating)

# High - (-5)

# Low - 10

10.0%

7.50%

Above 95 - 125%

90 to 95 - 100%

75 to 89 - 75%

61 to 75 - 50%

51 to 60 - 25%

< 50% - 0%

5.00%

Above 90 - 150%

81 to 90 - 125%

75 to 80 - 100%

61 to 74 - 70%

51 to 60 - 50%

< 50 - NIL

Customer Complaint (Customer Complaint raised due to branch error)

5.00%

No Complaint 100%

100% Eligible forms sent to RMU and reconciled by CPC team

5.00%

Nil for less than 100%

CRL - 90% within limit. (Including Holidays)

5.00%

Nil for less than 90%

ReKYC completion for the month from the active base (Exclude LEA notice attached)

(Percentage of completion based on the previous month closing numbers. (Exclusive of Neo, NRI, TASC & Non Eligible accounts))

2.50%

Above 90 - 125%

75 to 90 - 100%

61 to 75 - 75%

50 to 60 - 50%

< 50% - 0%

Inoperative account from the active base

2.50%

Above 70 - 125%

51 to 70 - 100%

31 to 50 - 75%

11 to 30 - 50%

< 10% - 0%

Inoperative Locker - No locker should be inoperative for more than 6 month.

(either regularization or break open to be done)

2.50%

Nil for less than 100%

Operational score contribution %

50%

Business score contribution % + Operational score contribution %

100%

Docker: From Final Score

CRM updating on monthly basis for mapped customers has to be minimum 75% - 5% docker