Elite Banker - Service

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

Job summary

IDFC FIRST Bank in India seeks an Elite Banker – Service to join the Smart Banker team. You will deliver exceptional customer service, resolve queries within defined turnaround times, and promote alternate service channels for a seamless banking experience.

You will monitor metrics like AHT, FCR, and TAT, collaborate with teams, and drive service improvements across the Customer Contact Center while maintaining high standards of quality and customer satisfaction.

Qualifications

• Graduation in any discipline (Full-Time).
• Postgraduate MBA/PGDM or related discipline preferred.
• Minimum 2 years of relevant experience in customer service.

Responsibilities

• Ensure all customer queries are attended to promptly and resolved within the defined TAT.
• Maintain high standards of service quality across all interactions.
• Monitor and improve Average Handling Time (AHT) and First Contact Resolution (FCR) metrics.
• Promote channel migration by encouraging customers to use alternate service channels.
• Drive and support initiatives within the Customer Contact Center to enhance service delivery.

Skills

Strong communication

Interpersonal skills

Manage customer expectations

Service metrics (AHT, FCR, TAT)

Adaptability to new technologies

Team-oriented mindset

Education

Graduation: Any discipline (Full-Time)

Postgraduation: MBA / PGDM / Any discipline (Preferred)

Job description

Job Requirements

About the Role

: Elite Banker – Service**

The Elite Banker – Service role within the Smart Banker department is focused on delivering exceptional customer service. The primary objective is to ensure that all customer interactions are handled efficiently, with timely resolutions provided within defined turnaround times (TAT). The role emphasizes service quality, customer satisfaction, and promoting the use of alternate service channels.

Key Responsibilities

Primary Responsibilities

• Ensure all customer queries are attended to promptly and resolved within the defined TAT.
• Maintain high standards of service quality across all interactions.
• Monitor and improve Average Handling Time (AHT) and First Contact Resolution (FCR) metrics.
• Promote channel migration by encouraging customers to use alternate service channels.

Secondary Responsibilities

• Drive and support all initiatives within the Customer Contact Center aimed at enhancing service delivery and operational efficiency.

What We Are Looking For

Education

• Graduation: Any discipline (Full-Time)
• Postgraduation: MBA / PGDM / Any discipline (Preferred)

Experience

• Minimum of 2 years of relevant experience in customer service or a related field.

Skills and Attributes

• Strong communication and interpersonal skills.
• Ability to manage customer expectations and deliver resolutions effectively.
• Proficiency in handling service metrics such as AHT, FCR, and TAT.
• Adaptability to new technologies and service channels.
• Team-oriented mindset with a proactive approach to problem-solving.