Customer Care Representative

21 hours ago


Alleppey Arcot Aruppukkottai, India Ujjivan Small Finance Bank Full time ₹ 1,50,000 - ₹ 3,00,000 per year

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


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