Customer Service Officer

Company Description ESAF Small Finance Bank is a new-age social bank committed to repurposing and redefining the banking experience, with a strong focus on expanding services to underbanked areas while remaining a bank for all. Originating from the Evangelical Social Action Forum (ESAF), which began as an NGO in 1992, the bank is rooted in a mission of sustainable and holistic transformation for poor and marginalized communities. Over the years, ESAF has supported livelihoods, healthcare, education, and shelter through various community programs and micro-enterprise initiatives. ESAF Small Finance Bank received its Small Finance Bank license from the Reserve Bank of India in 2015 and began operations in 2017, later expanding to NRE (Rupee) account services. The bank combines traditional, in-person customer service with modern digital offerings such as Internet, Mobile, SMS, and Missed Call Banking, along with doorstep delivery and free video calling facilities, and is certified as a Great Place To Work.

Role Description This is a full-time, on-site Customer Service Officer role based in Jaipur. The Customer Service Officer will handle daily customer interactions at the branch, including responding to queries, assisting with account opening and maintenance, and guiding customers through products and services. The role involves processing routine transactions, resolving service issues, and ensuring accurate documentation in compliance with bank policies and regulatory requirements. The officer will support customers in using digital banking channels, promote appropriate banking products, and escalate complex issues to relevant teams when needed. The position requires maintaining high service standards, contributing to branch operations, and working collaboratively with colleagues to create a positive customer experience.

Qualifications

• Customer service and relationship management skills, with the ability to handle queries, complaints, and feedback professionally.
• Strong communication and interpersonal skills for clear interaction with diverse customers and collaboration with branch teams.
• Basic banking operations and documentation skills, including familiarity with account opening, transaction processing, and regulatory compliance.
• Comfort with digital tools and banking technologies such as core banking systems, Internet and Mobile Banking, and standard office applications.
• Attention to detail, problem-solving ability, and a customer-focused mindset to ensure accurate service and timely issue resolution.
• Ability to work on-site full time in Jaipur, manage time effectively, and adapt to a fast-paced branch environment.
• Preferred: Prior experience in banking or financial services, especially in a customer-facing role.
• Preferred: Bachelors degree in Commerce, Business, Finance, or a related field.