Customer Care Representative

Position Overview

The role of the Customer Care Representative at Ujjivan Small Finance Bank is pivotal in ensuring an exceptional customer experience, fostering customer loyalty, and decreasing grievance escalation. Reporting to the Branch Operations Officer and based at the branch, this full-time role involves managing customer queries, complaints, and internal processes related to branch operations.

Key Responsibilities

• Attend to walk-in customers, understand their needs, and assist in resolving their queries effectively.
• Identify opportunities for cross-selling suitable banking products and services aligned with customer requirements.
• Implement the customer life events management framework at the branch following company guidelines.
• Provide information and resolve customer queries within defined standards, escalating complex issues to Assistant CRM and CRM as needed.
• Support service quality teams by participating in customer satisfaction surveys and service audits.
• Maintain direct communication with customers via telephone and face-to-face interactions.
• Conduct exit interviews for customers discontinuing services and report outcomes to the CRM teams.
• Assist in Microfinance Plus branch activities and manage resolution of presidential complaints from customers.
• Engage with customers whose loans are rejected or cancelled to understand circumstances and report findings to CRM personnel.
• Handle non-financial transactions such as mobile number updates, passbook printing, account statements, cheque/ATM book requests, account closures, and address changes.
• Address inquiries and complaints received through Business Correspondents (BCs) and provide feedback to CRMs for process improvements.
• Promote alternate banking channels including ATMs, BCs, kiosks, and phone banking, educating and motivating customers for usage.
• Report any improper collection methods by branch staff or group members promptly to CRM supervisors.
• Support cashiers during periods of high cash disbursement and repayment activity.
• Coordinate with operations teams to ensure smooth cash and account management in the branch.
• Ensure timely scanning and documentation of loan applications to meet turnaround time requirements.
• Assist in coordinating internal and external audit activities within the branch alongside Assistant CRM.

Knowledge and Skills Requirements

• Educational qualification of any graduation, diploma, or ITI is required.
• Prior customer service experience of 1 to 2 years is essential.
• Strong problem-solving ability and meticulous approach to customer service with sensitivity to customer wait times.
• Experience in cash handling and administrative tasks.
• Positive interpersonal skills with a customer-focused attitude and capability to handle conflicts efficiently.
• Effective listening and communication abilities.
• Competencies include execution capability, relationship management, continuous improvement, and maintaining customer focus.

Interactions and Reporting

• Coordinate internally with regional/cluster operations, service quality, and state HR departments.
• Engage externally with neighboring banks, cash management agencies, and customers exiting services.

Additional Information

This position is graded AM-II within the Branch Banking department. Strict adherence to compliance such as KYC and AML norms is expected, and participation in mandatory training and certification programs is required to maintain knowledge of products and regulations.