Customer Care Representative

1. ROLEPURPOSE & OBJECTIVE

• Thisrole is responsible for delivering seamless customer experience;make Ujjivan customers feel as privileged customersof Ujjivan and play an active role in improving customerretention rates.

• Theincumbent will work on addressingall customer queries/grievance on time; constantly reducecustomer grievances escalated to regional SQ.

1. SIZEOF THE ROLE

FINANCIALSIZE

NON-FINANCIALSIZE

• BranchAudit

• Chequestoppage/bounce
• Aadhaarenrolment
• Generatequality sales leads
• Handlingof both internal and external queries
• CustomerService

1. KEYDUTIES & RESPONSIBILITIES OF THE ROLE

Business

• AttendBranch walk-in customers; understand their requirements and guidethem to fulfill their queries/concerns
• Understandcustomers requirements and create opportunities to crosssell relevant products/ services
• Implementcustomers life events management framework at the Branch; ensureadherence to guidelines specified thereof

Customers

• Responsiblefor handling customer queries and provide information as perdefined standards and escalate to Assistant CRM & CRM in caseof any deviation
• Assistservice quality team in conducting surveys on customersatisfaction and client impact; service audits
• Maintaindirect contact with customers either by telephone or face-to-face
• Conductexit interviews for drop out customers and report the findings toAssistant CRM and to CRM.
• Assistin Microfinance Plus activities being conducted in the Branch
• Actionon closure of presidential complaints from customers ofrespective branch

Internal Processes

• Visitcustomers whose loans have been rejected or cancelled and reportthe reasons to ACRM/CRM
• Attendnon-financial transactions such as; updating customersmobile number, handle customer requests such as pass book print,account statements, cheque book, ATM, PIN requests, accountclosure requests (FD/CASA/RD) and address change request etc.
• Handlecustomer enquiries & complaints received through BCs
• Providefeedback to the CRM about product/process and contribute to theimprovement
• Engagein creating awareness about appropriate loan utilization/savingsto the customers
• Responsiblefor motivating customers to use alternate channels such as ATMs,BCs and assist/educate customers to use ATMs for dispensing cashand educate them on using kiosks & phone banking
• Reportinappropriate collection practices by Branch staff and/orgroup/center members to ACRM or to CRM.
• Supportcashier in daily activities especially if cash disbursement andrepayments are high
• Coordinatewith cash and accounts maintenance team in operations departmentto run smooth Branch operations
• Ensuretimely scanning of loan application documents to maintain therequired turnaround time (TAT)
• Assistthe Assistant CRM in coordination for internal and externalaudits in the Branch

Learning& Performance

• Maintaincurrent knowledge of company products and services, applicableregulations KYC/AML norms
• Completecertification programs organized by service quality &operations department
• Ensureadherence to training man-days/ mandatory training programs forself
• Ensuregoal setting, mid-year review and performance appraisal processesare completed within specified timelines

1. MINIMUMREQUIREMENTS OF KNOWLEDGE & SKILLS

Educational

Qualifications

• UG Any Graduation/Diploma & ITI

Experience

• Minimum1-2 experience is customer service

FunctionalSkills

• Problemsolving skills
• Systematic;meticulous and timely customer service
• Sensitiveto Customer Wait Time
• Understandingof customer concerns
• Cashhandling/administrative/ experience

BehavioralSkills

• Positiveinterpersonal skills
• Customerservice orientation
• Conflicthandling
• Listeningand communication skills

Competencies

• Execution
• ManagingRelationships
• CustomerFocus
• ContinuousImprovement

1. KEYINTERACTIONS

INTERNAL

EXTERNAL

• Regional/clusteroperations department
• Servicequality department
• StateHR

• Neighboringbanks
• Cashmanagement agencies
• Exitcustomers