Customer Care Representative

Ujjivan Small Finance Bank; Rohtak; On-site; INR 250,000 - 350,000; Full time

Job summary

Ujjivan Small Finance Bank is seeking a Customer Care Representative at a branch in India to deliver a seamless customer experience, address queries, and support daily banking needs.

The role involves handling branch operations, Aadhaar enrolment, inquiries, and cross-selling while ensuring compliance with KYC/AML norms and service standards.

Qualifications

• UG – Any Graduation/Diploma & ITI
• Minimum 1-2 years' experience in customer service
• Strong communication and interpersonal skills

Responsibilities

• Perform branch audits to ensure compliance and process adherence.
• Handle cheque stoppage and cheque bounce issues.
• Assist Aadhaar enrolment processes where required.
• Generate quality sales leads for bank products.
• Handle internal and external customer queries.
• Provide high-standard customer service.
• Attend branch walk-ins, assess needs, and guide customers to solutions.
• Identify customer needs and cross-sell relevant products.
• Implement life events framework at the branch and ensure guideline adherence.
• Handle queries and information per standards and escalate as needed.
• Assist in customer satisfaction surveys and service audits.
• Maintain direct telephone or in-person contact with customers.
• Conduct exit interviews and report findings to CRM.
• Assist in Microfinance Plus activities at the branch.
• Action on presidential complaints from branch customers.
• Visit loan-rejected customers and report reasons to CRM.
• Handle non-financial updates like mobile numbers, passbooks, statements, ATM requests.
• Handle enquiries/complaints received through BCs.
• Provide feedback to CRM for product/process improvements.
• Promote proper loan utilization and savings.
• Encourage use of ATMs/BCs and educate customers on kiosks/phone banking.
• Report inappropriate collection practices to CRM.
• Support cashier in daily operations during peak cash flow.
• Coordinate with cash and accounts maintenance teams for smooth operations.
• Ensure timely scanning of loan documents to meet TAT.
• Assist CRM with audits in the branch.
• Maintain knowledge of products, regulations, and KYC/AML norms.
• Complete service quality/operations certifications.
• Meet mandatory training requirements.
• Complete goal setting, reviews, and appraisals on time.

Skills

Customer service

Communication skills

Interpersonal skills

Cash handling

Conflict resolution

Attention to detail

Education

UG – Any 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.

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

• UG – Any Graduation/Diploma & ITI

Experience

• Minimum 1-2 experience is customer service

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