Customer Service Officer

Equitas Small Finance Bank; Sangrur; On-site; INR 300,000 - 420,000; Full time

Job summary

Equitas Small Finance Bank in Sangrur is seeking a Customer Service Officer to support branch operations and customer interactions. The role requires 4-5 years of relevant experience and a focus on accurate receipts, collections, and adherence to branch standards.

You will handle customer inquiries, maintain registrations and posters, and participate in performance measurements and self-development activities as outlined in annexures.

Qualifications

• 4-5 years of experience in a similar role.
• Permanent employment in an office setting.

Responsibilities

• Repayment efficiency in X bucket to reduce OD in the branch.
• X Bucket Efficiency measures as per annexure 2.
• Receipting and field collections management as per annexure 3.
• Ensure compliance to statutory branch requirements (registers/posters).
• Welcome call reports and customer contact data per annexure 4 and 5.
• Self development initiatives as per annexure 5.

Skills

Strategic Business Orientation

Leadership

Sustainability

Innovation Led Transformation

Customer Focus

Job description

Required Experience 4 - 5 years

Basic Section

No. Of Openings 1

External Title Customer Service Officer

Employment Type Permanent

Employment Category Office

Organisational

Entity Equitas Small Finance Bank

Business Unit Assets

Department VF

Sub-Department Operations

Generic Role Customer Service Officer

External Title (Job Role) Customer Service Officer

Zone North

Branch Code 15028

Branch Name Sangrur

Skills

Skill

Strategic Business Orientation Leadership Through Sustainability Innovation Led Transformation Customer Focus

2 Repayment efficiency in X bucket so as to reduce the OD in the branch 30% X Bucket Efficiency As per annexure 2

3 Receipting (management of RO/RE field collections) 20% FRO Audit Report As per annexure 3

4 Ensure compliance to statutory requirements of the branch - registers and displays of charts/posters. 20% FRO Audit Report As per annexure 3

5 Welcome call report - customer contact number 10% Welcome Call Report As per Annexure 4

6 Self Development 10% Training mandays for self As per annexure 5

Annexure - 1

Scoring method 5

• (Outstanding) 4
• (Excellent) 3
• (Very Good) 2
• (Good) 1
• (Adequate)

Actual Disbursement Vs Objectives >110% 101 - 110% 91 - 100% 80 - 90% <80%

Annexure - 2 - X Bucket Efficiency

Scoring method 5

• (Outstanding) 4
• (Excellent) 3
• (Very Good) 2
• (Good) 1
• (Adequate)

X Bucket - Efficiency (Average) >97% 95.1 - 97.0% 94.1 - 95.0% 92.1 - 94.0% <92%

Annexure - 3

Scoring method 5

• (Outstanding) 4
• (Excellent) 3
• (Very Good) 2
• (Good) 1
• (Adequate)

FRO Audit Report >95% 91 - 95% 81-90% 71-80% <71

Annexure - 4

Scoring method 5

• (Outstanding) 4
• (Excellent) 3
• (Very Good) 2
• (Good) 1
• (Adequate)

Welcome call report - customer contact number 100% accuracy 98-99% accuracy 97-98% accuracy 96-97% accuracy < 96% accuracy

Annexure-5

Scoring method 5

• (Outstanding) 4
• (Excellent) 3
• (Very Good) 2
• (Good) 1
• (Adequate)

Average Mandays of Training per Team Member >=3 2.5-2.99 2-2.49 1-1.99 <1