Customer Care Representative

Position Overview

The Customer Care Representative role at Ujjivan Small Finance Bank is a full-time position based at the branch in the Greater Lucknow area, reporting to the Branch Operations Officer. This role is primarily responsible for enhancing customer experience, ensuring clients feel valued and privileged, and actively improving customer retention. The incumbent addresses and resolves customer queries and grievances promptly, aiming to minimize escalations to regional service quality teams.

Key Responsibilities

• Attend to branch walk-in customers, understand their needs, and assist in fulfilling their queries and concerns.
• Identify opportunities to cross-sell relevant banking products and services based on customer requirements.
• Implement the customer life events management framework adhering to branch guidelines.
• Respond to customer inquiries and provide information per defined standards, escalating deviations to Assistant CRM and CRM as necessary.
• Assist the service quality team with customer satisfaction surveys, client impact assessments, and service audits.
• Maintain direct communication with customers through phone or face-to-face interactions.
• Conduct exit interviews with departing customers and relay findings to Assistant CRM and CRM.
• Support Microfinance Plus initiatives within the branch.
• Address closure of presidential complaints from branch customers.
• Visit customers whose loan applications were rejected or canceled and report feedback to ACRM/CRM.
• Manage non-financial transactions such as updating mobile numbers, issuing passbooks, account statements, cheque books, ATM and PIN requests, account closure requests (FD/CASA/RD), and address changes.
• Handle customer inquiries and complaints received via Business Correspondents (BCs).
• Provide feedback on products and processes to the CRM for continuous improvement.
• Create awareness about appropriate loan utilization and savings among customers.
• Encourage usage of alternate channels like ATMs and BCs, educating customers on ATM and kiosk operations and phone banking.
• Report improper collection practices by branch staff or group members to ACRM or CRM.
• Support the cashier during busy periods involving cash disbursement and repayment.
• Coordinate with cash and accounts maintenance teams to ensure smooth branch operations.
• Ensure timely scanning of loan application documents to meet turnaround time requirements.
• Assist Assistant CRM with coordination for internal and external audits within the branch.

Learning and Development

• Stay current on company products, services, and relevant regulations including KYC and AML norms.
• Complete certification programs organized by service quality and operations departments.
• Fulfill mandatory training day requirements personally.
• Participate in goal setting, mid-year reviews, and performance appraisal processes within established timelines.

Required Qualifications and Skills

• Education: Any undergraduate degree, diploma, or ITI qualification.
• Experience: At least 1 to 2 years of experience in customer service roles.
• Functional skills include problem-solving, meticulous and timely service delivery, sensitivity to customer wait times, understanding customer concerns, and cash handling and administrative experience.
• Behavioral skills: Positive interpersonal abilities, customer service focus, conflict resolution, effective listening, and communication skills.
• Competencies: Strong execution, relationship management, customer focus, and commitment to continuous improvement.

Internal and External Interactions

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

Additional Information

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