Customer Service Representative Job Description

Job Purpose:


To understand and provide across the counter service to fulfill client and potential client needs. Identify and handle any sales opportunities or refer the same to the appropriate branch personnel. Process customer transactions quickly and efficiently and facilitate use of alternate channels wherever possible.


Area of Responsibilities:


1.Service Customers:

  • Provide superior customer service in a friendly and knowledgeable manner
  • Maintain knowledge of the Bank’s products and services and ensure accurate and correct information to customers.
  • Take ownership of client complaints/issues, initiating action, following up with respective units and resolving the problem within stipulated timeframe and keeping the clients informed during the process.
  • Assist customers with self-service banking.
  • Attend and manage customers in an orderly manner in branch lobby for better customer experience and quick service.

2.Process and policy adherence


  • Process transactions efficiently and accurately while maintaining the service standards for quick and error free transaction processing.
  • Ensure all Bank policies, corporate security policies, regulatory guidelines, Industry service standards and codes of conduct are adhered to.
  • Have adequate knowledge of bank’s systems and products to attend to customer requests
  • Ensure accounts are opened as per Bank’s product and guidelines while ensuring adherence to KYC, AML/ATF policies
  • Ensure error free transactions
  • Accurate execution of cash opening and cash handling during customer hours and cash closing at the end of the day along with the branch supervisor/ designated personnel.
  • Filing and record keeping as per the branch requirements and the Bank’s policies and standards.
  • Identify process improvement opportunities and strive for continuous improvements

3.Maximize Sales Revenue:


  • Achieve the sales targets as assigned by the supervisor/ Branch Manager
  • Identify opportunities to sell ICICI products and services, referring them to the appropriate staff.
  • Identify and refer potential high value customers to respective officials
  • Participate in branch sales campaigns.



  • Share knowledge and experience with other team member’s and provide support as needed.
  • Demonstrate a positive interaction with peers, adaptability, flexibility, punctuality and portraying a positive attitude.

5.   Other duties as assigned.


If you are interested in the position above, please submit your resume to