Customer Care Representative

1 week ago


India Ujjivan Small Finance Bank Full time

Customer Care Representative-Haralahalli:

Multiple locations

  • Structure
  • SOUTH BUSINESS
  • Job posted on
  • May 28, 2024
  • Employee Type
  • Permanent
  • Experience range (Years) 0
  • N

AJob Title:
Customer Care Representative

  • Key Duties & Responsibilities of the Role:

Business
Attend Branch walk-in customers; understand their requirements and guide them to fulfill their queries/concerns

  • Understand customers' requirements and create opportunities to cross sell relevant products/ services
Implement customers life events management framework at the Branch; ensure adherence to guidelines specified thereof

Customers
Responsible for handling customer queries and provide information as per defined standards and escalate to Assistant CRM & CRM in case of any deviation

  • Assist service quality team in conducting surveys on customer satisfaction and client impact; service audits
  • Maintain direct contact with customers either by telephone or facetoface
  • Conduct exit interviews for drop out customers and report the findings to Assistant CRM and to CRM.
  • Assist in Microfinance Plus activities being conducted in the Branch
  • Action on closure of presidential complaints from customers of respective branch

Internal Processes
Visit customers whose loans have been rejected or cancelled and report the reasons to ACRM/CRM

  • Attend nonfinancial transactions such as; updating customers' mobile number, handle customer requests such as pass book print, account statements, cheque book, ATM, PIN requests, account closure requests (FD/CASA/RD) and address change request etc.
  • Handle customer enquiries & complaints received through BCs
  • Provide feedback to the CRM about product/process and contribute to the improvement
  • Engage in creating awareness about appropriate loan utilization/savings to the customers
  • Responsible for motivating customers to use alternate channels such as ATMs, BCs and assist/educate customers to use ATMs for dispensing cash and educate them on using kiosks & phone banking
  • Report inappropriate collection practices by Branch staff and/or group/center members to ACRM or to CRM.
  • Support cashier in daily activities especially if cash disbursement and repayments are high
  • Coordinate with cash and accounts maintenance team in operations department to run smooth Branch operations
  • Assist the Assistant CRM in coordination for internal and external audits in the Branch

Learning & Performance
Maintain current knowledge of company products and services, applicable regulations - KYC/AML norms

  • Complete certification programs organized by service quality & operations department
  • Ensure adherence to training mandays/ mandatory training programs for self
Ensure goal setting, mid-year review and performance appraisal processes are completed within specified timelines

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