Executive II PSU Banking Help Desk

1. Help Desk Operations

• Handle queries and complaints related to PSU banking services received from VLEs, banking partners, and internal teams.
• Register, track, and resolve service requests within defined timelines.
• Escalate unresolved issues to the concerned banking partners or internal teams.
• Maintain records of complaints, resolutions, and pending cases.

2. Banking Operations Support

• Provide operational support for PSU banking services delivered through the CSC network.
• Coordinate with bank officials and internal teams regarding BC-related issues, transaction failures, account-related service requests, and other operational matters.
• Follow up on pending cases and ensure timely resolution.
• Support the implementation of banking processes and operational guidelines.

3. Coordination and Stakeholder Management

• Act as a point of contact between PSU banks, CSC field teams, VLEs, and the PSU Banking Vertical.
• Coordinate with field teams to address service delivery issues and operational challenges.
• Communicate updates and resolutions to the concerned stakeholders.

4. MIS and Reporting

• Prepare daily, weekly, and monthly reports on complaints, service requests, resolution status, and pending issues.
• Maintain accurate help desk records and ensure timely submission of reports to the reporting manager.
• Track recurring issues and highlight operational bottlenecks for corrective action.

5. Compliance and Service Quality

• Ensure adherence to prescribed banking processes, service standards, and operational guidelines.
• Maintain confidentiality of banking and customer-related information.
• Support audits, data verification, and other compliance-related activities as required.

Required Qualifications and Experience

• Graduate in any discipline; a degree in Commerce, Finance, or Business Administration will be preferred.
• 23 years of experience in banking operations, banking help desk, customer support, or financial services.
• Experience working with PSU banks, Business Correspondent (BC) networks, or financial inclusion projects will be an advantage.
• Good working knowledge of MS Excel, email, and MIS reporting.