Customer Care Representative

Position Overview

Ujjivan Small Finance Bank is looking for a Customer Care Representative to be based at their Vijayawada branch. The role is responsible for ensuring an exceptional customer experience, making clients feel privileged, and playing an active part in boosting customer retention.

Key Objectives

• Efficiently resolve all customer queries and grievances within stipulated timelines.
• Work towards minimizing escalations of complaints to regional service quality teams.

Role Scope

• Manage branch audits and cheque stop/bounce processes.
• Support Aadhaar enrolment.
• Generate qualified sales leads.
• Address both internal and external customer queries.
• Deliver excellent customer service consistently.

Responsibilities

• Engage with walk-in branch customers to understand and fulfill their needs.
• Identify customer needs to promote appropriate cross-selling opportunities.
• Implement the customer's life events management framework at the branch, ensuring compliance.
• Handle customer queries per defined service standards; escalate deviations appropriately.
• Support service quality teams in customer satisfaction surveys and service audits.
• Maintain direct interaction with customers via phone or face-to-face meetings.
• Conduct exit interviews for customers discontinuing services and report insights.
• Assist in Microfinance Plus branch activities.
• Resolve presidential complaints promptly.
• Visit customers whose loans are rejected or canceled and report findings.
• Manage non-financial transactions including mobile number updates, passbook prints, statement requests, cheque book and ATM card/PIN requests, account closures, and address changes.
• Handle customer queries coming through Business Correspondents.
• Provide feedback on products and processes to the CRM to support improvements.
• Educate and motivate customers on proper loan utilization and savings.
• Encourage alternative channel usage such as ATMs, Business Correspondents, kiosks, and phone banking by educating customers.
• Report any improper collection practices within the branch to management.
• Assist cashiers during peak cash disbursement and repayment times.
• Coordinate with cash and account maintenance teams to ensure seamless branch operations.
• Ensure timely scanning of loan application documents to meet turnaround times.
• Support coordination for internal and external audits with the Assistant CRM.

Learning and Performance

• Keep updated on all company products, services, and regulatory compliance such as KYC and AML norms.
• Complete required certification programs organized by the Service Quality and Operations departments.
• Adhere to mandatory training requirements and timelines.
• Participate fully in goal setting, mid-year reviews, and performance appraisals.

Minimum Qualifications and Skills

• Education: Graduate, Diploma holder, or ITI qualified.
• Experience: At least 1 to 2 years in customer service roles.
• Functional skills: Strong problem-solving abilities, systematic and prompt customer service delivery, sensitivity to customer wait times, understanding customer concerns, cash handling and administrative experience.
• Behavioral traits: Positive interpersonal skills, customer-oriented mindset, conflict management capabilities, active listening and communication skills.
• Competencies: Execution excellence, relationship management, customer focus, and continuous improvement.

Key Internal and External Interactions

• Collaborate with regional and cluster operations, service quality, and state HR departments internally.
• Coordinate with neighboring banks, cash management agencies, and engage with exit customers externally.

Additional Information

This position reports to the Branch Operations Manager and is full-time based at the branch.

Document prepared by Priyanka Pal and reviewed by Jyothi Mohan in March 2026.