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Job Title: Customer Service Representative – BFSI

Location: Thane, Mumbai
Industry: Banking, Financial Services & Insurance (BFSI)
Employment Type: Full-time
Experience: 0–2 years (Freshers may apply)

Job Summary

We are seeking a customer-focused Customer Service Representative (CSR) to handle customer interactions across banking and financial products. The role involves addressing customer queries, resolving issues efficiently, and ensuring a high level of customer satisfaction while complying with BFSI regulatory standards.

Key Responsibilities

• Handle inbound and outbound customer interactions via phone, email, chat, or in person

• Assist customers with banking, insurance, loans, credit cards, accounts, and digital services

• Resolve customer complaints and service requests within defined TATs

• Explain product features, charges, policies, and procedures clearly to customers

• Maintain accurate records of customer interactions in CRM systems

• Ensure strict adherence to RBI/IRDA/SEBI compliance and data privacy norms

• Escalate complex issues to relevant departments when required

• Cross-sell and up-sell suitable financial products as per customer needs

• Maintain service quality standards and achieve customer satisfaction metrics

Required Skills & Competencies

• Strong verbal and written communication skills

• Customer-centric approach with problem-solving ability

• Basic understanding of BFSI products and services

• Ability to handle high call volumes and work under pressure

• Proficiency in MS Office and CRM tools

• Attention to detail and compliance awareness

Educational Qualifications

• Graduate in any discipline (Commerce/Finance preferred)

• Relevant customer service or BFSI certification is an added advantage

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