Customer Care Representative

Position Overview

The Customer Care Representative role at Ujjivan Small Finance Bank is dedicated to ensuring an exceptional customer experience that makes every customer feel valued and privileged. This full-time position is based at a branch and reports directly to the Branch Operations Officer. The main focus is on addressing customer inquiries and grievances promptly to boost customer satisfaction and retention while reducing escalations to regional service quality teams.

Key Responsibilities

• Engage with branch walk-in customers to understand their requirements and assist in resolving queries or concerns effectively.
• Identify customer needs and promote suitable products and services to enhance business opportunities.
• Execute the customer life events management framework in accordance with specified guidelines.
• Handle customer queries and provide information adhering to defined standards; escalate deviations to Assistant CRM or CRM as needed.
• Support service quality teams by assisting with customer satisfaction surveys and service audits.
• Maintain direct communication with customers via phone or face-to-face interactions.
• Conduct exit interviews for customers who leave and report feedback to relevant managers.
• Participate in Microfinance Plus initiatives conducted at the branch.
• Handle closure of presidential complaints for the branch’s customers.
• Visit customers with rejected or cancelled loans to identify reasons and report findings to Assistant CRM/CRM.
• Manage non-financial transactions, including updating customer details, issuing passbooks, account statements, cheque books, ATM/PIN requests, account closures, and address updates.
• Address inquiries and complaints received through Business Correspondents (BCs).
• Provide feedback on products and processes to CRM for continuous improvement.
• Promote awareness about appropriate loan utilization and encourage savings habits among customers.
• Motivate customers to use alternative channels such as ATMs, BCs, kiosks, and phone banking, assisting and educating them on these platforms.
• Report any inappropriate collection practices by branch staff or group members to Assistant CRM or CRM.
• Support branch cashier with daily activities, particularly during high volumes of cash disbursement and collection.
• Coordinate with cash and account maintenance teams within operations for smooth branch functioning.
• Ensure timely scanning and uploading of loan applications to meet turnaround time requirements.
• Assist Assistant CRM in preparing for internal and external audits at the branch.

Skills and Competencies

• Maintain up-to-date knowledge of company products, services, and regulatory requirements including KYC and AML guidelines.
• Complete all required certification and mandatory training programs.
• Ensure performance management activities like goal setting, mid-year reviews, and appraisals are conducted on time.

Qualifications and Experience

• Graduation or diploma in any discipline; ITI qualifications are also acceptable.
• One to two years of experience in customer service.

Essential Skills

• Strong problem-solving capabilities.
• Systematic and detail-oriented approach to customer service with timely resolution.
• Awareness of the importance of minimizing customer wait times.
• Good understanding of customer issues and concerns.
• Experience handling cash and administrative duties.
• Positive interpersonal and effective communication skills.
• Ability to handle conflicts confidently.
• Strong listening abilities and customer service orientation.

Core Competencies

• Effective execution of responsibilities.
• Building and managing relationships.
• Customer focus to enhance satisfaction.
• Commitment to continuous improvement.

Interactions

• Internal coordination with regional and cluster operations, service quality department, and state HR teams.
• External liaison with neighboring banks, cash management agencies, and customers who have exited the service.

Additional Information

Prepared by: Priyanka Pal (14-02-2024)
Reviewed by: Jyothi Mohan (15-02-2024)
Last updated by the TM Team (17-02-2024)