Customer Care Representative

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.

1. 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

1. 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

1. MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS

Educational

Qualifications

• UG Any Graduation/Diploma & ITI

Experience

• Minimum 1-2 experience is customer service

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
• Location: Alleppey,Arcot,Aruppukkottai,Athni,Attur,Bagalkot,Bengaluru,Belgaum,Ballari,Bijapur,Channapatna,Chennai,Cherthala,Chikodi,Chintamani,Coimbatore,Cuddalore,Cumbum,Dharapuram,Dharmapuri,Dharwad,Ernakulam,Erode,Gadag,Gobichettipalayam,Gudalur,Haveri,Hyderabad,Jamkhandi,Kanchipuram,Kannur,Karunagappally,Kochi,Koppal,Kottarakkara,Kottayam,Kozhikode,Kumbakonam,Maddur,Madhwapur,Madurai,Magadi,Malkajgiri,Mayiladuthurai,Medchal,Mysuru,Nagercoil,Namakkal,Nanjangud,Nelamangala,Palakkad,Perambalur,Periyakulam,Puducherry,Thrissur,Rajahmundry,Rajapalayam,Rajanagaram,Rangareddy,Rasipuram,Salem,Sankarankoil,Shikaripara,Sindhnur,Sivakasi,Tambaram,Tenkasi,Thanjavur,Theni,Thiruvaiyaru,Thiruvallur,Thiruvananthapuram,Tiruvannamalai,Thiruvarur,Tiptur,Tirunelveli,Tiruppur,Tiruchirapalli,Tumkur,Udumalaipettai,Vasco Da Gama,Vellore,Vijayawada,Virudhachalam,Visakhapatnam