Customer Care Representative

Position Overview

The Customer Care Representative plays a vital role in providing an exceptional customer experience, ensuring that customers of Ujjivan Small Finance Bank feel valued and privileged. The role focuses on enhancing customer retention by resolving queries and grievances promptly and minimizing escalations to the regional service quality team.

Role Scope and Responsibilities

• Attend to walk-in branch customers, understand their needs, and assist them with queries or issues effectively.
• Identify opportunities to cross-sell relevant banking products and services in alignment with customers' requirements.
• Implement and comply with the customers' life events management framework as per the prescribed guidelines.
• Handle customer inquiries by providing accurate information within defined service standards, escalating deviations to Assistant CRM and CRM as needed.
• Support the service quality team by participating in customer satisfaction surveys and service audits.
• Maintain direct communication with customers through face-to-face interactions or telephone.
• Conduct exit interviews for customers who discontinue services and report findings to Assistant CRM and CRM.
• Assist in Microfinance Plus activities conducted at the branch level.
• Address and resolve presidential complaints from branch customers timely.
• Visit customers whose loan applications were rejected or canceled and report reasons to ACRM/CRM.
• Manage non-financial transactions such as updating mobile numbers, processing passbook prints, account statements, cheque books, ATM/PIN requests, account closures, and address changes.
• Handle queries and complaints received through Business Correspondents (BCs).
• Provide feedback to CRM on product or process improvements.
• Promote awareness and educate customers on appropriate loan usage and savings.
• Encourage and assist customers in utilizing alternate banking channels such as ATMs, BCs, kiosks, and phone banking.
• Report inappropriate collection practices within the branch or group members to the ACRM or CRM.
• Support the cashier during high volumes of cash disbursements and repayments.
• Coordinate with operations teams to ensure smooth branch activities.
• Ensure timely scanning of loan application documents to meet turnaround times.
• Assist the Assistant CRM with internal and external audit coordination.

Knowledge and Skill Requirements

• Formal education: Any graduation, diploma, or ITI qualification.
• Customer service experience: A minimum of 1 to 2 years in a customer-facing role.
• Strong problem-solving abilities.
• Meticulous and systematic approach to customer service with sensitivity to customer wait times.
• Experience handling cash and administrative tasks.
• Behavioral skills including positive interpersonal relations, orientation towards customer service, conflict resolution, attentive listening, and effective communication.
• Competencies such as execution, relationship management, customer focus, and continuous improvement.

Interactions

This role interacts regularly with internal departments like regional/cluster operations, service quality, and state HR teams, as well as external entities including neighboring banks, cash management agencies, and customers who exit the branch services.

Additional Details

Position Grade: AM-II
Department: Branch Banking
Reports To: Branch Operations Officer
Working Location: Branch in New Delhi, Delhi, India
Employment Type: Full-time Onsite

Prepared and Reviewed

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