Customer Care Representative

Ujjivan Small Finance Bank; Dharmapuri; On-site; INR 350,000 - 500,000; Full time

Job summary

Ujjivan Small Finance Bank is seeking a Customer Care Representative for the Branch Banking team. The role focuses on delivering seamless customer service at the branch, addressing queries and grievances, and contributing to customer retention.

The incumbent will handle both in-branch interactions and follow-up, with a strong emphasis on timely resolutions. The ideal candidate has 1–2 years of customer service experience, good communication, and problem-solving skills.

Qualifications

• UG – Any Graduation/Diploma & ITI.
• Minimum 1–2 years in customer service.
• Strong communication and problem-solving skills.

Responsibilities

• Attend branch walk-in customers and guide on queries.
• Cross-sell relevant products/services as appropriate.
• Handle customer queries and grievances per defined standards and escalate as needed.
• Maintain direct contact with customers via phone or face-to-face.
• Coordinate for internal/external audits and support service quality.

Skills

Problem solving

Customer service

Interpersonal skills

Communication skills

Time management

Education

UG – 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 Manager
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 escalates 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: 23-03-2026
REVIEWED BY: Jyothi Mohan
DATE: 23-03-2026
LAST UPDATED BY: TM Team
DATE: 27-03-2026
This is Internal document.