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Customer Care Representative
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#767483
Remote / WFH
Ujjivan Small Finance Bank
Job Description
• 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
• 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.
• 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
• 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
• 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
• 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
• KEY INTERACTIONS
INTERNAL
EXTERNAL
• Regional/cluster operations department
• Service quality department
• State HR
• Neighboring banks
• Cash management agencies
• Exit customers
PREPARED BY: Priyanka Pal
DATE: 14-02-2024
REVIEWED BY: Jyothi Mohan
DATE: 15-02-2024
LAST UPDATED BY: TM Team
DATE: 17-02-2024
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
• 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.
• 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
• 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
• 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
• 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
• KEY INTERACTIONS
INTERNAL
EXTERNAL
• Regional/cluster operations department
• Service quality department
• State HR
• Neighboring banks
• Cash management agencies
• Exit customers
PREPARED BY: Priyanka Pal
DATE: 14-02-2024
REVIEWED BY: Jyothi Mohan
DATE: 15-02-2024
LAST UPDATED BY: TM Team
DATE: 17-02-2024
