Associate Customer Service Manager

About the Role

The Associate Customer Service Manager plays an important part in the Rural Banking team by overseeing branch functioning and ensuring customers receive reliable, high-quality service. This position supports the growth of retail banking by making effective use of available resources and technology. Acting as the main custodian for rural banking documents at the branch, the role supports operational work linked to rural and semi-urban retail banking products. It is also responsible for managing the customer journey, completing service requests, and helping deliver a smooth banking experience.

Key Responsibilities

In this role, you will be expected to manage daily branch operations, maintain compliance, and strengthen service quality across all customer touchpoints.

Primary Responsibilities

• Manage everyday branch administration and operating activities while ensuring full adherence to bank rules and internal procedures.
• Support service delivery for both internal teams and external customers at the rural branch.
• Enter information from application forms, create customer IDs, and complete account opening setup accurately.
• Check and validate documents such as KYC papers, application forms, and loan-related records.
• Process cash handling and clearing transactions in a safe and efficient manner.
• Help the branch maintain strong audit performance through disciplined compliance and sound operations.
• Work with business teams to apply operational and regulatory practices, including lending processes and risk controls.
• Drive quality improvement efforts to streamline processes, reduce turnaround time, and improve service level commitments.
• Use automation and digital tools to improve efficiency in branch operations.

Secondary Responsibilities

• Keep the branch premises organized, presentable, and ready for day-to-day functioning.
• Assist in the rollout of retail banking offerings across rural and semi-urban locations.
• Contribute to community development and livelihood support initiatives where required.

Requirements

The role calls for a graduate with relevant banking or allied financial services experience, along with strong operational discipline and customer focus.

Education

• Graduation in any discipline is acceptable, including BA, BCom, BBA, BSc, BTech, or BE.

Experience

• At least 1 year of relevant experience in banking or related financial services.

Skills and Attributes

• Solid understanding of branch processes and banking operations.
• Strong coordination, documentation, and administrative capabilities.
• Careful attention to detail and a strong compliance mindset.
• Good communication skills and a customer-first approach.
• Ability to handle several priorities and meet deadlines.
• Comfort using banking platforms and digital tools.
• Analytical and problem-solving ability with a focus on continuous improvement.

Additional Information

This is a full-time onsite position based in Kushtagi, Karnataka, India. The role involves supporting rural banking operations and maintaining service quality across branch activities.