Customer Care Representative

Role Overview

The Customer Care Representative at Ujjivan Small Finance Bank plays a vital role in providing a superior customer experience, ensuring customers feel valued and privileged. The individual will be instrumental in addressing and resolving customer queries promptly, thus contributing to higher customer retention and minimizing escalated grievances.

Key Duties and Responsibilities

• Assist walk-in branch customers by understanding their needs and guiding them effectively.
• Identify opportunities to cross-sell relevant banking products and services based on customer requirements.
• Implement customer life event management protocols and ensure compliance with related guidelines.
• Handle all customer queries following defined standards, escalating complex issues to Assistant CRM and CRM when necessary.
• Support service quality teams by participating in customer satisfaction surveys and service audits.
• Maintain direct interaction with customers via phone or face-to-face engagements.
• Conduct exit interviews with customers discontinuing services and communicate insights to the CRM team.
• Assist branch microfinance activities and champion the closure of presidential complaints at the branch level.
• Visit customers with rejected or cancelled loans to ascertain reasons and report findings.
• Manage non-financial transactions including updates to mobile numbers, processing passbook prints, account statements, cheque book and ATM requests, PIN changes, account closures (FD/CASA/RD), and address updates.
• Address inquiries and complaints received through Business Correspondents (BCs).
• Provide feedback to Customer Relationship Managers to enhance product and process quality.
• Educate customers on appropriate loan utilization, savings, and alternate banking channels such as ATMs, BCs, kiosks, and phone banking.
• Report any improper collection practices by staff or group members promptly to the appropriate CRM authority.
• Support cashiers during high-volume cash disbursement and repayment periods and coordinate with operations teams to maintain smooth branch functioning.
• Ensure timely scanning of loan application documents to meet turnaround time requirements.
• Assist in coordinating internal and external audits under the supervision of Assistant CRM.
• Maintain up-to-date knowledge of products, services, and regulatory norms including KYC and AML.
• Complete mandatory certification and training programs as scheduled.
• Participate in performance management processes including goal setting, reviews, and appraisals within set timelines.

Candidate Requirements

• Graduation or Diploma holder; ITI qualifications are also acceptable.
• Minimum 1 to 2 years of prior experience in customer service roles.
• Strong problem-solving abilities, meticulousness, and timely delivery of customer service.
• Keen sensitivity to customer wait times and concerns.
• Previous experience in cash handling and administrative tasks.
• Positive interpersonal skills with an orientation toward customer service and conflict resolution.
• Excellent listening and communication abilities.
• Competencies include execution, relationship management, customer focus, and continuous improvement.

Internal and External Interactions

• Work closely with regional and cluster operations teams, service quality, and state HR departments.
• Liaise with neighboring banks, cash management agencies, and customers exiting services.

Additional Information

This is a full-time position based at the branch location in Meerut, Uttar Pradesh. The role reports directly to the Branch Operations Officer. No certifications are specifically required beyond the educational and experience qualifications mentioned. The candidate must be well-versed in KYC/AML guidelines and banking procedures.