Customer Care Representative

Position Overview

The Customer Care Representative at Ujjivan Small Finance Bank is a full-time role based at the branch, reporting to the Branch Operations Manager. The primary objective is to ensure an outstanding customer experience, helping customers feel privileged and enhancing retention by effectively resolving their queries and grievances. This role also aims to minimize escalations to regional service quality teams.

Responsibilities

• Assist walk-in customers by understanding their needs and guiding them to appropriate solutions.
• Create opportunities to cross-sell relevant banking products and services based on customer requirements.
• Apply the customers' life events management framework at the branch with adherence to defined guidelines.
• Handle customer queries promptly as per established standards, escalating issues to Assistant CRM or CRM when necessary.
• Support the service quality team in customer satisfaction surveys and service audits.
• Maintain regular direct contact with customers, whether face-to-face or via telephone.
• Conduct exit interviews for customers closing accounts and report findings to management.
• Support Microfinance Plus initiatives within the branch.
• Address and close presidential complaints from branch customers in a timely manner.
• Visit customers whose loan applications were rejected or cancelled and report feedback to Assistant CRM/CRM.
• Process non-financial transactions including updates to mobile numbers, printing passbooks, issuing account statements, cheque books, ATM cards, PINs, and handling account closure and address changes.
• Respond to customer inquiries and complaints from business correspondents.
• Provide constructive feedback to CRM regarding product and process improvements.
• Promote awareness regarding proper loan utilization and savings among customers.
• Encourage customers to use alternate banking channels like ATMs, business correspondents, kiosks, and phone banking, assisting them as needed.
• Report any inappropriate collection practices to Assistant CRM or CRM.
• Support the cashier when cash disbursement and repayments volumes are high.
• Collaborate with the cash and accounts maintenance teams to ensure smooth branch operations.
• Ensure timely scanning and documentation of loan applications to meet turnaround times.
• Assist in coordinating internal and external branch audits.

Qualifications and Skills

• Graduate or diploma holder or ITI qualified.
• 1 to 2 years of experience in customer service.
• Strong problem-solving abilities.
• Systematic, detail-oriented, and timely in customer service delivery.
• Awareness and sensitivity towards customer waiting times.
• Effective understanding of customer concerns.
• Experience in cash handling and related administrative tasks.

Behavioral Competencies

• Positive interpersonal skills with a customer-centric mindset.
• Ability to handle conflicts professionally.
• Strong listening and communication capabilities.
• Execution-focused with relationship management and continuous improvement orientation.

Additional Information

• The role involves direct interaction with internal teams such as regional and cluster operations, service quality department, and state HR, as well as external entities like neighboring banks, cash management agencies, and exit customers.
• Must stay updated with company products, services, and comply with regulations such as KYC and AML norms.
• Participation in mandatory training and certification programs is required.
• Goal setting, mid-year reviews, and performance appraisals are integral parts of this role to ensure performance standards are met.