Front Office Executive

JOB DESCRIPTION

FRONT OFFICE EXECUTIVE - NBFC

1. Position Details

• Job Title: Front Office Executive

• Department: Branch Operations / Customer Service

• Industry: NBFC / Financial Services

• Location: Branch

• Reporting To: Branch Manager / Assistant Branch Manager

• Experience: 0-3 years in front office, customer service, banking, NBFC or financial services preferred

• Employment Type: Full-time

2. Job Purpose

To manage the branch front office effectively by providing professional customer service, handling customer enquiries, supporting loan-related documentation and coordinating with branch staff to ensure smooth and efficient branch operations.

3. Key Responsibilities

A. Customer Service & Front Office

• Welcome and attend customers and visitors professionally.

• Understand customer requirements and guide them to the appropriate branch staff.

• Handle customer enquiries relating to loan products, repayment, interest, documentation and branch procedures.

• Maintain a courteous, professional and customer-friendly environment.

• Attend telephone calls and respond to routine customer queries.

• Manage customer waiting arrangements and ensure smooth movement of customers within the branch.

B. Loan & Business Support

• Explain basic features and eligibility requirements of NBFC loan products.

• Assist customers in completing application forms and required documentation.

• Collect and verify basic customer documents as per company procedures.

• Coordinate with the Branch Manager, sales team and operations team for processing of loan applications.

• Follow up on pending documents and customer requirements.

• Support customer acquisition activities and generate leads through enquiries and walk-ins.

• Maintain records of customer enquiries and prospective customers.

C. Branch Operations

• Assist in day-to-day branch administrative activities.

• Maintain customer files, registers and other branch records accurately.

• Ensure proper filing and safe custody of documents as per company policy.

• Assist in data entry and updating customer information in the system.

• Support daily opening and closing activities of the branch as assigned.

• Coordinate with other departments for smooth processing of customer requests.

D. Customer Grievance Handling

• Receive and record customer complaints and service requests.

• Resolve routine customer issues within the scope of authority.

• Escalate unresolved or sensitive complaints to the Branch Manager.

• Ensure timely follow-up and closure of customer service requests.

• Maintain proper records of complaints and resolutions.

E. Compliance & Control

• Strictly follow company policies, SOPs and operational guidelines.

• Ensure proper KYC and documentation procedures are followed as applicable.

• Maintain confidentiality of customer information and company records.

• Follow applicable RBI/NBFC regulatory requirements and internal controls.

• Immediately report suspicious transactions, document discrepancies or operational irregularities to the Branch Manager.

• Avoid unauthorized commitments or representations to customers.

4. Key Performance Areas (KRA)

KRA| Key Performance Indicators (KPI)

Customer Service| Customer satisfaction and quality of service

Customer Handling| Number and quality of customers attended

Enquiry Management| Timely response and follow-up of enquiries

Lead Generation| Qualified leads generated from walk-ins/enquiries

Documentation| Accuracy and completeness of documents

Data Management| Accuracy and timely updating of customer data

Complaint Handling| Timely recording, follow-up and closure

Branch Support| Effective support to branch operations

Compliance| Adherence to KYC, SOP and company policies

Attendance & Discipline| Punctuality, attendance and professional conduct

5. Required Competencies

Functional Competencies

• Basic knowledge of NBFC / banking operations

• Customer service skills

• Basic knowledge of loan products and documentation

• KYC and customer verification awareness

• Computer and system knowledge

• Ms Office / basic Excel skills

Candidates from Thrissur Only( 15 kms from Thrissur City.

Only Females candidates to apply.