Customer Care Representative

Ujjivan Small Finance Bank; Thiruvallur District; On-site; INR 167,000 - 234,000; Full time

Job summary

Ujjivan Small Finance Bank is seeking a Customer Care Representative for its branch network in India. The role focuses on delivering a seamless customer experience, resolving queries, and guiding customers through product options to enhance retention.

The incumbent will handle walk-in and telephonic inquiries, support service quality initiatives, and assist in branch operations including cash handling and documentation updates. Training and compliance with KYC/AML norms are required.

Qualifications

• UG graduation/diploma/ITI as minimum education.
• Experience: 1–2 years in customer service.
• Baseline knowledge of banking processes is a plus.

Responsibilities

• Attend branch walk-in customers and guide queries.
• Cross-sell relevant products/services where appropriate.
• Handle customer queries and escalate deviations to CRM.
• Maintain customer contact via phone or face-to-face.
• Support service quality surveys and audits.
• Assist in microfinance activities at the branch.
• Manage updates to customer details and account requests.
• Coordinate with cash/accounts teams for smooth branch ops.
• Adhere to KYC/AML norms and training programs.

Skills

Problem solving

Systematic service

Wait time sensitivity

Customer concern understanding

Cash handling

Interpersonal skills

Communication skills

Education

UG graduation/diploma/ITI

Job description

Job Description:

Job Details

• 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.

KEY DUTIES & RESPONSIBILITIES

• 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
• 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
• 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
• 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
• 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

EXTERNAL

• Regional/cluster operations department
• Service quality department
• State HR
• Neighboring banks
• Cash management agencies
• Exit customers