Customer Care Representative

Role overview

This position sits within Branch Banking and is based at a branch location in Indore, Madhya Pradesh. It is a full-time role reporting to the Branch Operations Officer. The grade for this position is AM-II.

Purpose of the role

The main objective of this job is to create a smooth and positive customer experience, making customers feel valued and well-served. The role also supports stronger customer retention by resolving queries and complaints quickly and reducing matters that escalate to regional SQ.

Scope of the role

The role covers both financial and non-financial support activities at the branch, including branch audit support, cheque stop/bounce handling, Aadhaar enrolment support, lead generation, and resolution of internal and external queries.

Key responsibilities

Customer service and sales support

• Welcome walk-in customers at the branch, understand what they need, and guide them toward the right resolution.
• Identify opportunities to offer suitable products and services based on customer requirements.
• Support implementation of the customer life-events management framework at the branch while following the defined guidelines.

Customer handling and service quality

• Respond to customer questions and share information in line with set service standards, escalating deviations to the Assistant CRM or CRM where needed.
• Support the service quality team in customer satisfaction surveys, client impact studies, and service audits.
• Stay in direct contact with customers through phone or in-person interactions.
• Conduct exit interviews for customers who discontinue services and share findings with the Assistant CRM and CRM.
• Support Microfinance Plus activities carried out in the branch.
• Take action to close presidential complaints received from customers of the branch.

Branch operations and internal coordination

• Visit customers whose loan applications were rejected or cancelled and report the reasons to the ACRM or CRM.
• Handle non-financial service requests such as mobile number updates, passbook printing, account statements, cheque book requests, ATM PIN requests, account closure requests for FD/CASA/RD, and address changes.
• Resolve customer complaints and enquiries received through BCs.
• Share product and process feedback with the CRM and help improve branch operations.
• Create awareness among customers about responsible loan usage and savings habits.
• Encourage customers to use alternate service channels such as ATMs, BCs, kiosks, and phone banking, and support them in using these channels.
• Report any improper collection practices by branch staff or group/center members to the ACRM or CRM.
• Support the cashier during busy periods, especially when disbursements and repayments are high.
• Coordinate with the cash and accounts maintenance team to ensure smooth branch functioning.
• Ensure loan documents are scanned on time so the required TAT is maintained.
• Assist the Assistant CRM in coordinating internal and external audits at the branch.

Learning and performance

• Keep up to date with company products, services, and applicable KYC/AML regulations.
• Complete certification programs arranged by the service quality and operations teams.
• Attend mandatory training and meet required training man-days.
• Complete goal setting, mid-year review, and performance appraisal activities within the specified timelines.

Requirements

• A graduation degree, diploma, or ITI qualification is required.
• At least 1 to 2 years of customer service experience is needed.
• Experience in cash handling or administrative work is useful.
• Strong problem-solving ability and a structured approach to service delivery are important.
• The role calls for careful, timely work and sensitivity to customer waiting time.
• Applicants should understand customer concerns well and communicate clearly.
• Good interpersonal skills, a customer-first mindset, conflict handling, active listening, and communication skills are essential.

Additional details

The position is full-time and based at a branch. There are no certification requirements specified. The role involves regular interaction with internal teams and external parties such as neighboring banks, cash management agencies, and customers who are exiting the service.

Prepared and reviewed

This role document was prepared by Priyanka Pal on 14-02-2024, reviewed by Jyothi Mohan on 15-02-2024, and last updated by the TM Team on 17-02-2024.