Associate Customer Service Manager

Role Overview

The Associate Customer Service Manager plays a key part in the Rural Banking setup, overseeing branch-level operations and ensuring customers receive smooth, dependable service. The position supports the growth of retail banking by making effective use of technology and available resources. Acting as the main keeper of all Rural Banking records for the branch, this role also backs operational work tied to rural and semi-urban retail banking products and helps manage the complete customer journey, service fulfillment, and day-to-day banking support.

Primary Responsibilities

• Run the branch’s daily administrative and operational activities while ensuring full adherence to bank rules and internal procedures.
• Deliver timely service to both internal teams and external customers at the assigned rural branch.
• Enter application details, create customer IDs, and complete account-opening data updates.
• Review and validate documents such as KYC records, application forms, and loan paperwork.
• Process cash handling and clearing transactions safely and accurately.
• Help the branch maintain a strong audit outcome through disciplined compliance and sound operations.
• Work with business teams to apply operational and regulatory practices, including lending-related processes and risk controls.
• Drive quality improvements that reduce turnaround time and strengthen service-level performance.
• Use automation and digital tools to improve operational productivity.

Secondary Responsibilities

• Keep the branch premises orderly, functional, and ready for daily operations at all times.
• Support the rollout and servicing of retail banking offerings in rural and semi-urban locations.
• Contribute to community development and livelihood-focused initiatives when required.

Education

A graduate degree in any discipline is required; acceptable backgrounds include BA, BCom, BBA, BSc, BTech, and BE.

Experience

Candidates should have at least 1 year of relevant experience in banking or a related financial services environment.

Skills and Attributes

• Solid knowledge of branch operations and banking workflows
• Strong administrative and organizational capability
• Careful attention to detail and a compliance-focused approach
• Effective communication and customer handling skills
• Ability to juggle multiple tasks and work to deadlines
• Comfort with banking software and digital tools
• Analytical, solution-oriented thinking with a mindset for process improvement