Customer Care Representative

Ujjivan Small Finance Bank Ltd.; Bharuch District; On-site; INR 167,000 - 257,000; Full time

Job summary

Ujjivan Small Finance Bank Ltd. in Branch Banking seeks a Customer Care Representative to deliver seamless customer service, address queries, and support branch operations.

The role involves handling customer interactions, non-financial transactions, and contributing to a positive customer experience while adhering to standards.

Qualifications

• Minimum 1-2 years of customer service experience.
• UG – Graduation/Diploma/ITI is required.
• Cash handling or frontline banking experience is a plus.

Responsibilities

• Branch Audit and cash handling duties.
• Cheque stoppage and bounce resolution.
• Aadhaar enrolment assistance where applicable.
• Generate quality sales leads for branch.
• Handle internal and external customer queries with accuracy.
• Attend walk-in customers and guide them to fulfill queries.

Skills

Problem solving

Customer service

Cash handling

Attention to detail

Communication skills

Teamwork

Education

Graduation/Diploma/ITI

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

KEY DUTIES & RESPONSIBILITIES OF THE ROLE

• Branch Audit


• Cheque stoppage/bounce


• Aadhaar enrolment


• Generate quality sales leads


• Handling of both internal and external queries


• Customer Service

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 elevate 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

• UG – Any Graduation/Diploma & ITI

Experience

• Minimum 1-2 experience is customer service

Certifications

• NA

Functional Skills

• Problem solving skills


• Systematic; meticulous and timely customer service


• Sensitive to Customer Wait Time


• Understanding of customer concerns


• Cash handling/administrative/ experience

Behavioral Skills

• Positive interpersonal skills


• Customer service orientation


• Conflict handling


• Listening and communication skills

Competencies

• Execution


• Managing Relationships


• Customer Focus


• Continuous Improvement

KEY INTERACTIONS

INTERNAL

EXTERNAL

• Regional/cluster operations department


• Service quality department


• State HR


• Neighboring banks


• Cash management agencies


• Exit customers

PREPARED BY: Priyanka Pal

DATE: 14-02-2024

REVIEWED BY: Jyothi Mohan

DATE: 15-02-2024

LAST UPDATED BY: TM Team

DATE: 17-02-2024