Customer Care Representative

1. POSITION DESCRIPTION

JOB TITLE

Customer Care Representative

GRADE

AM-II

DEPARTMENT

Branch Banking

LOCATION

Branch

SUB-DEPARTMENT

TYPE OF POSITION

Full-time

REPORTS TO

Branch Operations Officer

REPORTING INTO

NA

2. 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.

3. SIZE OF THE ROLE

FINANCIAL SIZE

NON-FINANCIAL SIZE

• Branch Audit

• Cheque stoppage/bounce

• Aadhaar enrolment

• Generate quality sales leads

• Handling of both internal and external queries

• Customer Service

4. KEY DUTIES & RESPONSIBILITIES OF THE ROLE

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 thereof

Customers

• Responsible for handling customer queries and provide information as per defined standards and escalate 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

Internal Processes

• 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

  1. Coordinate with cash and accounts maintenance team in operations department to run smooth Branch operations

  2. 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

5. MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS

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

6. KEY INTERACTIONS

INTERNAL

EXTERNAL

• Regional/cluster operations department

• Service quality department

• State HR

• Neighboring banks

• Cash management agencies

• Exit customers

PREPARED BY: Priyank

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