Customer Service Representative

Full job description
ICICI Bank Canada is a wholly-owned subsidiary of ICICI Bank Limited (NYSE:IBN) which has its headquarters in Mumbai, India. ICICI Bank Limited is a leading private sector bank in India. ICICI Bank Limited's consolidated total assets stood at US$ 309.1 billion as on March 31, 2026.

Established in December 2003, ICICI Bank Canada is a full-service direct bank with an asset base of about C$5.2 billion as at March 31, 2026 and it is a member of the Canada Deposit Insurance Corporation. ICICI Bank Canada offers a wide range of financial solutions to cater to personal, commercial, corporate, investment, treasury and trade requirements.

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.
4. Teamwork:

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.

Functional Skills:

1. Knowledge of branch operations, retail deposits and lending products

2. Knowledge of banking processes and laws.

3. Knowledge of marketing concepts and price mechanism of financial products

4. Knowledge of statutory compliance related to branch operations, processes and products.

Job Type: Full-time

If you require accommodation measures during any phase of the hiring process, please notify us as soon as possible. All information received in relation to accommodation requests will be kept confidential

Job Type: Full-time

Schedule:

8 hour shift
Ability to commute/relocate:

Ottawa, ON K2G 3J8: reliably commute or plan to relocate before starting work (required)
Experience:

Branch CSR/ Teller : 1 year (required)
Work Location: In person