Customer Care Representative-URC

Ujjivan Small Finance Bank; Jaunpur; On-site; INR 200,000 - 350,000; Full time

Job summary

Ujjivan Small Finance Bank is seeking a Customer Care Representative-URC at the branch level to deliver seamless customer experiences and maintain high service quality. The role focuses on resolving queries, handling grievances, and guiding customers through product options while promoting alternate channels for convenience.

The incumbent will attend walk-in customers, perform routine transactions, and support the branch in maintaining accurate records and timely processes.

Qualifications

• UG graduation/diploma or ITI is acceptable.
• 1–2 years of customer service experience preferred.
• Strong interpersonal and communication skills required.

Responsibilities

• Attend branch walk-in customers and guide them to fulfill their queries/concerns.
• Understand customer requirements and create opportunities to cross-sell relevant products/services.
• Handle customer queries/grievances and ensure timely resolution.
• Assist service quality team with surveys and audits; provide feedback to improve processes.
• Assist with non-financial requests (passbook print, statements, cheque book, ATM PIN).
• Promote alternate channels like ATMs, BCs, and kiosks; educate customers on usage.
• Coordinate with cash/accounts teams to ensure smooth branch operations.

Skills

Problem solving

Customer service orientation

Communication skills

Cash handling

Education

UG – Any Graduation/Diploma & ITI

Job description

JOB TITLE : Customer Care Representative-URC

GRADE : DM-I

DEPARTMENT : Rural Banking

LOCATION : Branch

SUB-DEPARTMENT : TYPE OF POSITION : Full-time

REPORTS TO : Branch Manager-Rural Banking

REPORTING INTO

NA

POSITION DESCRIPTION

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.

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 thereafter

Service Quality

• 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

Operations

• 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

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

INTERNAL

EXTERNAL

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

PREPARED BY: Alok Sharma

DATE: 20-02-2024

REVIEWED BY: Murali Chari

DATE: 21-02-2024

LAST UPDATED BY: TM Team

DATE: 22-02-2024