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Ujjivan Financial Services
Customer Care RepresentativeUjjivan Financial Services • Chandigarh, India
Customer Care Representative

Customer Care Representative

Ujjivan Financial Services • Chandigarh, India
24 days ago
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
Skills Required
Cash Handling, Problem Solving, Customer Service
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Customer Care Representative • Chandigarh, India

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