Customer Care Representative

Ujjivan Financial Services

Narwana, India

1-3 Years

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Job Description

POSITION DESCRIPTION

JOB TITLE : Customer Care Representative

GRADE : AM-II

DEPARTMENT : Branch Banking

LOCATION : Branch

SUB-DEPARTMENT : TYPE OF POSITION : Full-time

REPORTS TO : Branch Operations Officer

REPORTING INTO

NA

ROLE PURPOSE & OBJECTIVE

This role is responsible for delivering seamless customer experience; make Ujjivan customers feel as privileged customers of Ujjivan and play an active role in improving customer retention rates .
The incumbent will work on addressing all customer queries/grievance on time; constantly reduce customer grievances escalated to regional SQ.
SIZE OF THE ROLE

FINANCIAL SIZE

NON-FINANCIAL SIZE

Branch Audit
Cheque stoppage/bounce
Aadhaar enrolment
Generate quality sales leads
Handling of both internal and external queries
Customer Service
KEY DUTIES & RESPONSIBILITIES OF THE ROLE

Business

Attend Branch walk-in customers; understand their requirements and guide them to fulfill their queries/concerns
Understand customers requirements and create opportunities to cross sell relevant products/ services
Implement customers life events management framework at the Branch; ensure adherence to guidelines specified thereof

Customers

Responsible for handling customer queries and provide information as per defined standards and escalate to Assistant CRM & CRM in case of any deviation
Assist service quality team in conducting surveys on customer satisfaction and client impact; service audits
Maintain direct contact with customers either by telephone or face-to-face
Conduct exit interviews for drop out customers and report the findings to Assistant CRM and to CRM.
Assist in Microfinance Plus activities being conducted in the Branch
Action on closure of presidential complaints from customers of respective branch

Internal Processes

Visit customers whose loans have been rejected or cancelled and report the reasons to ACRM/CRM
Attend non-financial transactions such as; updating customers mobile number, handle customer requests such as pass book print, account statements, cheque book, ATM, PIN requests, account closure requests (FD/CASA/RD) and address change request etc.
Handle customer enquiries & complaints received through BCs
Provide feedback to the CRM about product/process and contribute to the improvement
Engage in creating awareness about appropriate loan utilization/savings to the customers
Responsible for motivating customers to use alternate channels such as ATMs, BCs and assist/educate customers to use ATMs for dispensing cash and educate them on using kiosks & phone banking
Report inappropriate collection practices by Branch staff and/or group/center members to ACRM or to CRM.
Support cashier in daily activities especially if cash disbursement and repayments are high
Coordinate with cash and accounts maintenance team in operations department to run smooth Branch operations
Ensure timely scanning of loan application documents to maintain the required turnaround time (TAT)
Assist the Assistant CRM in coordination for internal and external audits in the Branch

Learning & Performance

Maintain current knowledge of company products and services, applicable regulations – KYC/AML norms
Complete certification programs organized by service quality & operations department
Ensure adherence to training man-days/ mandatory training programs for self
Ensure goal setting, mid-year review and performance appraisal processes are completed within specified timelines
MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS

Educational

Qualifications