Internship Trainee

Internship Trainee

Location: Bangalore

Reporting To: Service Desk Manager / Customer Service Head

Role Purpose

The Customer Service Officer (Internship Trainee) will be responsible for managing customer service operations for unsecured lending products while undergoing structured rotational training across service desk, complaint management, regulatory grievance handling, and quality functions.

The role is designed to build a strong compliance-oriented, customer-centric operations leader for future managerial responsibilities.

Key Responsibilities

1. Service Desk Operations

• Handle inbound customer interactions related to loan applications, disbursement, EMI servicing, foreclosure, and account queries
• Ensure high First Call Resolution (FCR) and adherence to defined Turnaround Time (TAT)
• Maintain accurate call documentation in CRM/system
• Deliver consistent customer experience aligned with company standards
• Register and track customer complaints in the system
• Maintain proper documentation for audit and inspection purposes

2. Regulatory & Compliance Adherence

• Strict adherence to RBI guidelines and internal policies
• Ensure zero tolerance toward mis-leading information or incorrect commitments
• Maintain audit-ready documentation of customer communication
• Escalate sensitive cases to Nodal / Grievance Officer as per defined escalation matrix

3. Customer Experience & Process Improvement

• Identify recurring service gaps and suggest corrective actions
• Support implementation of process improvement initiatives
• Contribute to service quality enhancement programs

Training & Rotational Exposure (1218 Months)

The InternshipTrainee will undergo structured exposure to:

• Service Desk Operations
• Welcome Calling
• Complaint Desk & Escalation Handling
• Regulatory Grievance Management
• Quality & Training Function
• MIS & Process Governance

Key Performance Indicators (KPIs)

• First Call Resolution (FCR)
• Average Handling Time (AHT)
• Complaint TAT Compliance
• Customer Satisfaction Score (CSAT)
• Audit & Compliance Score
• Zero Regulatory Deviations

Qualification

• Graduate (MBA in Finance / Operations / Marketing preferred)
• 02 years of relevant experience (Fresh MBA candidates may apply)

Skills & Competencies

• Strong communication and interpersonal skills
• Analytical and problem-solving ability
• Customer-centric approach
• Compliance-driven mindset
• Ability to handle pressure and escalations professionally
• Working knowledge of CRM systems