Customer Care Representative

Role Overview

The Customer Care Representative acts as a vital frontline resource within Ujjivan Small Finance Bank's Branch Banking department, primarily focusing on providing an exceptional customer experience to enhance retention and satisfaction. Reporting to the Branch Operations Manager, the position involves managing customer interactions, addressing grievances promptly, and ensuring the delivery of privileged service.

Key Responsibilities

• Welcome branch walk-in customers, assess their needs, and assist in resolving their inquiries and concerns effectively.
• Identify and leverage opportunities to cross-sell pertinent banking products and services by understanding customer requirements.
• Apply the customer's life events management framework accurately and uphold associated guidelines within the branch operations.
• Address customer queries adhering to predefined service standards, escalating issues to Assistant Customer Relationship Manager (ACRM) or CRM when necessary.
• Support service quality teams with customer satisfaction surveys and service audits.
• Maintain direct communication through telephone or in-person contact for resolution of issues.
• Conduct exit interviews for customers discontinuing bank association and report insights to ACRM and CRM.
• Assist with the branch’s Microfinance Plus initiatives and facilitate the resolution of presidential complaints in the branch.
• Engage with customers whose loan applications were rejected or cancelled and relay relevant feedback to ACRM/CRM.
• Manage non-financial transactions such as updating contact details, issuing passbooks, account statements, cheque books, ATM requests, PIN resets, account closures for fixed deposits/current/savings/recurring deposits, and address updates.
• Handle customer inquiries or complaints obtained through Business Correspondents (BCs).
• Provide feedback to the CRM team regarding products and processes for continuous improvements.
• Promote awareness on proper loan use and savings among customers.
• Encourage and educate customers on using alternate banking channels including ATMs, BCs, kiosks, and phone banking services.
• Report any improper collection practices by branch staff or group members to ACRM or CRM.
• Support cashiers during periods of high cash disbursement and repayment volumes.
• Coordinate with cash and accounts operations to ensure smooth branch functioning.
• Ensure timely scanning and processing of loan application documents to meet turnaround times.
• Assist in coordinating internal and external audits at the branch alongside the Assistant CRM.

Qualifications & Skills

• Educational background: Any undergraduate degree, diploma, or ITI certification.
• Prior experience: 1-2 years in customer service roles, preferably within banking or financial services.
• Skill set includes problem-solving abilities, meticulous and timely handling of customer needs, sensitivity to wait times, and a thorough understanding of customer concerns.
• Capable of cash handling and administrative tasks with accuracy.
• Behavioral strengths: Positive interpersonal skills, strong customer service focus, effective conflict management, and proficient listening and communication skills.
• Competencies emphasized: Strong execution capabilities, relationship management, customer orientation, and commitment to continuous improvement.

Interactions

• Internal coordination with regional and cluster operations, service quality department, and state HR.
• External engagement with nearby banks, cash management agencies, and exit customers.

Additional Information

Job Grade: AM-II
Department: Branch Banking
Location: Branch - Visakhapatnam Rural Mandal, India
Employment type: Full-time, Onsite
Reporting Manager: Branch Operations Manager

This role requires maintaining up-to-date knowledge on company products, compliance with KYC/AML regulations, and undertaking mandatory training and certification programs. The position also emphasizes the timely completion of performance evaluations such as goal setting and reviews.