Customer Service Associate

A leading small finance bank is seeking a versatile Customer Service Associate to join its operations team in Navi Mumbai. In this multi-faceted role, you will be responsible for handling both inbound and outbound calls to ensure high levels of client satisfaction. Furthermore, you will manage end-to-end customer queries and provide timely resolutions for various banking concerns. Consequently, this position is vital for maintaining the bank’s reputation for excellent service and reliable support.

The Customer Service Associate will also gain experience in debt collection processes by following up with customers regarding EMI payments. Additionally, the bank is specifically looking for candidates proficient in regional languages such as Kannada, Gujarati, Telugu, Oriya, or Tamil. Therefore, this role is ideal for individuals who are comfortable working in a dynamic call center environment. If you are looking for a career in the financial services sector with rotational shift flexibility, this Customer Service Associate role offers a premier starting point.

Key Responsibilities for the Customer Service Associate

• Handle inbound and outbound calls professionally to address diverse banking inquiries.
• Manage end-to-end customer queries and provide effective resolutions to improve service quality.
• Follow up with customers consistently regarding the timely payment of their Equated Monthly Installments (EMIs).
• Execute debt collection processes while maintaining the bank’s professional standards and guidelines.
• Communicate effectively in regional languages to assist a diverse customer base across different geographies.
• Coordinate with internal departments to resolve complex customer issues that require escalation.
• Maintain accurate records of customer interactions and payment follow-ups in the banking system.
• Ensure adherence to call center operational protocols during rotational shift assignments.
• Support the collection process during general shifts to meet departmental recovery targets.
• Utilize Query Management tools to track and close all customer service requests within defined timelines.

Requirements and Qualifications

• Proficiency in at least one regional language: Kannada, Gujarati, Telugu, Oriya, or Tamil is required.
• Strong verbal communication skills to handle customer interactions across various service channels.
• Basic understanding of banking products, particularly regarding debt collection and EMI structures.
• Ability to work in a rotational shift environment for call center operations.
• Comfortable working at a general shift schedule for the specialized collection process.
• Candidate should be based in or willing to commute to Navi Mumbai (CBD Belapur).

Core Competencies

• Excellent problem-solving skills with a focus on end-to-end query management.
• Resilience and persistence required for effective debt collection and payment follow-ups.
• Customer-centric approach with a dedication to providing high-quality service resolutions.
• Adaptability to switch between different shifts and banking processes as per business needs.

If you are a service professional ready to drive the Customer Service Associate function for a leading small finance bank, we encourage you to apply today!