Elite Banker - Service

IDFC FIRST Bank; Thane; On-site; INR 480,000 - 700,000; Full time

Job summary

IDFC FIRST Bank is seeking an Elite Banker – Service in the Smart Banker department. The role focuses on delivering exceptional customer service with timely resolutions within defined turnaround times, ensuring high satisfaction and effective channel migration.

The candidate should have strong communication, interpersonal skills, and experience in handling service metrics. The position targets individuals with 2+ years in customer service, holding a graduation in any discipline (MBA/PGDM

Qualifications

• Excellent communication and interpersonal skills.
• Ability to understand and manage customer expectations.
• Proficiency in handling metrics like AHT, FCR, and TAT.

Responsibilities

• Attend to customer queries promptly and resolve within defined TAT.
• Maintain high service quality across interactions.
• Monitor and improve AHT and FCR metrics.
• Promote channel migration to alternate service channels.
• Drive initiatives to enhance service delivery and efficiency.

Skills

Communication

Interpersonal skills

Service metrics

Education

Graduation: Any discipline (Full-Time)

MBA/PGDM (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.