Customer Care Representative
16 hours ago
ROLE PURPOSE & OBJECTIVE
This role is responsible for delivering seamless customer experience; make Ujjivan customers feel as privileged customers of Ujjivan and play an active role in improving customer retention rates.
The incumbent will work on addressing all customer queries/grievance on time; constantly reduce customer grievances escalated to regional SQ.
SIZE OF THE ROLE
FINANCIAL SIZE
NON-FINANCIAL SIZE
- Branch Audit
- Cheque stoppage/bounce
- Aadhaar enrolment
- Generate quality sales leads
- Handling of both internal and external queries
Customer Service
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
- Ensure timely scanning of loan application documents to maintain the required turnaround time (TAT)
- 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
MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS
Functional Skills
- Problem solving skills
- Systematic; meticulous and timely customer service
- Sensitive to Customer Wait Time
- Understanding of customer concerns
- Cash handling/administrative/ experience
Behavioral Skills
- Positive interpersonal skills
- Customer service orientation
- Conflict handling
- Listening and communication skills
Competencies
- Execution
- Managing Relationships
- Customer Focus
Continuous Improvement
KEY INTERACTIONS
INTERNAL
EXTERNAL
- Regional/cluster operations department
- Service quality department
- State HR
- Neighboring banks
- Cash management agencies
- Exit customers
Interested candidates can apply on below mentioned id -
(Subject line - Customer Care Representative - Borol )
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