Customer Care Representative

Role Overview

This position sits in Branch Banking and is based at a branch location. It is a full-time role at grade AM-II, reporting to the Branch Operations Officer, with no direct reporting line noted.

Purpose of the Role

The role exists to create a smooth and positive experience for customers, make them feel valued by Ujjivan, and help improve customer retention. The person in this role is expected to resolve customer questions and complaints promptly and reduce issues that get escalated to regional SQ.

Scope of Work

• Branch audit support
• Cheque stoppage and bounce handling
• Aadhaar enrolment support
• Generation of quality sales leads
• Resolution of internal and external queries
• Customer service support

Key Responsibilities

• Receive walk-in customers at the branch, understand what they need, and guide them toward the right solution.
• Identify opportunities to cross-sell relevant products and services based on customer requirements.
• Implement the branch-level customer life-events management framework and follow the prescribed guidelines.
• Respond to customer queries within the defined service standards and escalate exceptions to the Assistant CRM or CRM when needed.
• Support the service quality team in customer satisfaction surveys, client impact studies, and service audits.
• Maintain communication with customers through both phone and face-to-face interaction.
• Conduct exit interviews for customers who discontinue and share the findings with the Assistant CRM and CRM.
• Support Microfinance Plus activities carried out at the branch.
• Take action to close presidential complaints received from customers of the branch.
• Visit customers whose loan applications were rejected or cancelled and share the reasons with the Assistant CRM or CRM.
• Handle non-financial service requests such as mobile number updates, passbook printing, account statements, cheque books, ATM/PIN requests, account closure requests for FD/CASA/RD, and address changes.
• Manage enquiries and complaints received through BCs.
• Share product and process feedback with the CRM to help improve operations.
• Promote awareness around proper loan usage and savings habits.
• Encourage customers to use alternate channels such as ATMs, BCs, kiosks, and phone banking, and help them learn how to use these channels for cash withdrawal and other needs.
• Report any improper collection practices observed among branch staff or group/center members to the ACRM or CRM.
• Support the cashier during busy periods, especially when cash disbursements and repayments are high.
• Coordinate with the cash and accounts maintenance team in Operations to ensure smooth branch functioning.
• Ensure loan application documents are scanned on time so turnaround time targets are met.
• Assist the Assistant CRM in arranging internal and external audits at the branch.
• Stay up to date on company products, services, and applicable KYC/AML regulations.
• Complete certification programs arranged by the Service Quality and Operations teams.
• Meet mandatory training requirements and training-day commitments for self-development.
• Complete goal-setting, mid-year review, and performance appraisal processes within the required timelines.

Requirements

• Any graduate, diploma holder, or ITI-qualified candidate may apply.
• At least 1-2 years of experience in customer service is required.
• Certification is not specified for this role.
• The candidate should be able to solve problems effectively.
• Work must be systematic, accurate, and completed in a timely manner.
• Strong sensitivity to customer waiting time is important.
• Good understanding of customer concerns is needed.
• Background in cash handling, administration, or similar operational work is preferred.
• Positive interpersonal abilities are required.
• A customer-first attitude is essential.
• Ability to handle conflict calmly is important.
• Listening and communication skills should be strong.
• Competencies expected include execution, relationship management, customer focus, and continuous improvement.
• Key interaction groups include regional/cluster operations, service quality, state HR, neighboring banks, cash management agencies, and exit customers.

Additional Information

Prepared by: Priyanka Pal. Prepared on: 14-02-2024. Reviewed by: Jyothi Mohan. Reviewed on: 15-02-2024. Last updated by: TM Team. Last updated on: 17-02-2024.

Reporting and Department Details

Department: Branch Banking. Sub-department: Not specified. Position type: Full-time. Reports to: Branch Operations Officer. Reporting into: NA.