Customer Service Manager Bengaluru

• Customer Service Manager Bengaluru
• Company: AU Small Finance Bank
• Job Location: Bengaluru, Karnataka, India
• Employment Type: Full-time
• Group Company: AU Small Finance Bank Limited
• Designation: Customer Service Manager
• Office Location:
• Position description:
• Ensure superior customer service during all branch transactions. Act as a key coordinator between tellers, team leaders, and customers.
• Primary Responsibilities
• 1. Manage maker-checker roles, customer assistance (May I Help You), and inventory authorization.
• 2. Act as custodian for lockers, vaults, and keys; ensure safety and regular checks.
• 3. Provide front-end service including cash disbursal, DDs, cheque handling, and query resolution.
• 4. Address customer grievances and provide solutions per bank policies.
• 5. Support BOSM in daily operations and branch service standards.
• 6. Guide and assist customers with banking transactions and referrals.
• 7. Monitor and improve service quality; implement corrective actions.
• 8. Engage with dormant clients to activate and deepen relationships.
• 9. Lead and supervise the Customer Service Executive team.
• Additional Responsibilities
• 1. Cross-sell and promote bank products across all customer segments.
• 2. Identify customer needs and recommend suitable banking solutions.
• 3. Generate referrals for assets, insurance, and investment products.
• 4. Support sales campaigns and drive product penetration at the branch level.
• 5. Maintain product knowledge and train team members on offerings.
• Reporting Team
• Reporting Designation:
• Reporting Department:
• Educational Qualifications Preferred
• Category:
• Field specialization:
• Degree:
• Academic score:
• Institution tier:
• Required Certification/s
• Required Training/s:
• Required Work Experience
• Industry: Customer Service/ Front Desk experience in Banking/Any Industry
• Role: Executive/Officer
• Years of experience: 0 to 3
• Key Performance Indicators:

Customer Satisfaction Score (CSAT), First Contact Resolution Rate, TAT for Complaint/Query Resolution, Cross-sell Product Conversion Rate, Number of Referrals Generated, Dormant Account Activation Rate, Servi .