Customer Care Representative

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

Educational

Qualifications

• UG Any Graduation/Diploma & ITI

Experience

• Minimum 1-2 experience is customer service

Certifications

• NA

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