Customer Care Representative

Ujjivan Small Finance Bank; Thiruvananthapuram; On-site; INR 240,000 - 420,000; Full time

Job summary

Ujjivan Small Finance Bank is seeking a Customer Care Representative at a branch location. The role focuses on delivering a seamless customer experience, addressing queries and grievances promptly, and reducing escalations while supporting branch operations and product cross-selling.

Key duties include handling walk-in customers, performing non-financial transactions, assisting in audits, and maintaining high-quality service standards to enhance customer satisfaction.

Qualifications

• UG – Any Graduation/Diploma & ITI.
• Minimum 1–2 years of customer service experience.
• Certifications: NA.
• Functional skills: problem solving, timely customer service, wait-time sensitivity, understanding customer concerns, cash handling.
• Behavioral skills: positive interpersonal skills, customer service orientation, conflict handling, listening and communication.
• Competencies: execution, managing relationships, customer focus, continuous improvement.
• Key interactions: internal and external stakeholders as described.

Responsibilities

• Attend branch walk-in customers and guide to queries.
• Cross-sell relevant products/services when appropriate.
• Manage non-financial transactions (updates, passbooks, statements, cheques, ATM, PIN).
• Handle customer queries and escalate deviations to CRM/Assistant CRM.
• Support service quality and audits; collect customer feedback.
• Coordinate with branch cash and accounts to ensure smooth operations.
• Support in audits and timely completion of tasks.

Skills

Customer service

Problem solving

Cash handling

Communication skills

Education

UG/ Diploma / ITI

Job description

Position Title: Customer Care Representative

Grade: AM-II | Department: Branch Banking | Location: Branch | Sub-Department: Branch Banking | Type: Full-time | Reports To: Branch Operations Manager

Role Purpose & Objective

This role is responsible for delivering a seamless customer experience, ensuring that Ujjivan customers feel privileged. The incumbent will address all customer queries and grievances promptly and work continuously to reduce escalated grievances to the regional SQ.

Key Duties & Responsibilities

• 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 the customers’ life events management framework at the branch and ensure adherence to specified guidelines.
• Customers
  • Handle customer queries and provide information as per defined standards; elevate any deviations to Assistant CRM & CRM.
  • Assist the service quality team in conducting customer satisfaction surveys and service audits.
  • Maintain direct contact with customers either by telephone or face-to-face.
  • Conduct exit interviews for drop-out customers and report findings to Assistant CRM and CRM.
  • Assist in Microfinance Plus activities conducted in the branch.
  • Act on closure of customer complaints from the respective branch.
• Internal Processes
  • Visit customers whose loans have been rejected or cancelled and report reasons to ACRM/CRM.
  • Attend non-financial transactions such as updating customers’ mobile numbers, handling passbook print, account statements, cheque book, ATM, PIN requests, account closure (FD/CASA/RD), and address change requests.
  • Handle customer enquiries & complaints received through BCs.
  • Provide feedback to CRM about product/process and contribute to improvement.
  • Create awareness about appropriate loan utilization/savings to customers.
  • Motivate customers to use alternate channels such as ATMs, BCs and educate them on using ATMs for dispensing cash and on using kiosks & phone banking.
  • Report inappropriate collection practices by branch staff or group/center members to ACRM or CRM.
  • Support the cashier in daily activities, especially when cash disbursement and repayments are high.
  • Coordinate with cash and accounts maintenance team in operations to run smooth branch operations.
  • Ensure timely scanning of loan application documents to maintain required turnaround time (TAT).
  • Assist the Assistant CRM in coordinating 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 the 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 years of customer service experience.
• Certifications
  • NA
• Functional Skills
  • Problem solving skills.
  • Systematic, meticulous and timely customer service.
  • Sensitivity 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: Regional/cluster operations department, Service quality department, State HR.
  • External: 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 an internal document.