Customer Care Representative
2 weeks ago
**Customer Care Representative**:
Multiple locations
- Function- SOUTH BUSINESS- Job posted on- May 03, 2024- Employee Type- Permanent- Experience range (Years)- 0 - N.A.Job 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 face-to-face
- 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 non-financial 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 man-days/ mandatory training programs for self
Ensure goal setting, mid-year review and performance appraisal processes are completed within specified timelines
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