Customer Service Executive

job description for the :Customer Service Executive (CSE)

BFSI SSC :Role Overview

• Role Title: Customer Service Executive (CSE)
• Company: Muthoot FinCorp
• Department: Branch Business
• Reports To: Branch Manager (BM)
• Role Summary: Serves as a primary liaison for walk-in customers, handling daily business transactions, answering product and service queries, fulfilling inquiries efficiently, and attracting potential customers.

Key Responsibilities

• Operational Excellence:
• Handle daily operations including gold estimation and valuation, document verification, and KYC processing.
• Attend to walk-in customers, inbound phone calls, and email inquiries regarding products and services.
• Resolve complaints within stipulated timelines and escalate unresolved issues to internal teams.
• Maintain accurate transaction data, customer records, and document filings.
• Customer Relations:
• Address grievances and escalations to deliver customer delight.
• Follow up with existing customers regarding account statuses, payment schedules, and overdues.
• Collect customer feedback and suggestions to help improve branch experience.
• Business Development & Compliance:
• Engage walk-in customers to identify their financial needs, suggest suitable products, and identify cross-selling/upselling opportunities.
• Maintain high ethical standards, adhering to the Manual of Instructions and statutory guidelines.
• Promptly escalate fraudulent activities or security incidents.

Key Decisions & Interactions

• Decision Authority: Assess gold loan applications to approve, deny, or recommend them to the Assistant Branch Manager or Branch Manager. Identify potential application fraud.
• Stakeholder Interactions: Collaborate regularly with the Branch Manager, Assistant Branch Manager, Area Manager, and support functions (Finance, Admin, Collections, IT), as well as direct interactions with customers.

Eligibility & Requirements

• Education: Undergraduate or Bachelor's degree in Business Administration, Management, or an equivalent field.
• Experience: Freshers are eligible in customer-facing roles, customer support, or field sales.
• Key Skills:
• Proficiency in MS Office; familiarity with CRM or ERP systems is desirable.
• Bilingual capabilities with a strong understanding of the local market.
• Core competencies in Customer Focus, Collaboration, Effective Communication, Interpersonal survey, and Instilling Trust.