Customer Service Executive-Retail Liabilities Inbound

Job Requirements Job Title: Senior Customer Service Executive-Retail Liabilities Inbound

Department/Function: Service

Job Purpose: To deliver high-quality inbound customer service for Retail Liabilities products by handling customer queries, requests, and complaints efficiently, ensuring timely resolution, regulatory compliance, and a superior customer experience while supporting customer retention and service excellence standards of the bank.

Roles \& Responsibilities:

Handle inbound customer calls related to Retail Liabilities products such as CASA (Current \& Savings Accounts), Fixed Deposits, and related services

Resolve customer queries, complaints, and service requests in a timely and professional manner

Provide accurate product information and guide customers on banking processes, policies, and digital channels

Ensure first-call resolution wherever possible to enhance customer experience

Adhere to defined service quality standards, TATs, and call handling metrics

Escalate complex or unresolved issues to relevant teams in line with escalation protocols

Identify opportunities for cross-selling or value-added services while ensuring customer relevance

Maintain detailed records of customer interactions in CRM systems

Ensure compliance with regulatory requirements, internal policies, and audit guidelines

Contribute to continuous process improvement initiatives and customer experience enhancement

Educational Qualifications:

Graduation: Bachelor of Commerce (B.com) / Bachelor of Science (B.Sc) / Bachelor of Arts (BA) / Bachelor of Business \& Insurance (BBI) / Bachelor of Management Studies (BMS)

Post-Graduation: Master of Business Administration (MBA) / Master of Commerce (M.com) / Master of Arts (MA)

Experience: 0 – 2 years of relevant experience