Customer Care Representative-URC

Job Title

Department

Location

Reports To

Job Summary

Size of the Role

• Branch Audit
• Cheque stoppage/bounce
• Aadhaar enrollment
• Generatequality sales leads
• Handling of both internal and external queries
• Customer Service

Key Duties and Responsibilities of the Role

Business

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

Service Quality

• Responsiblefor handling customer queries and provide information as per defined standards and escalate to Assistant 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

Operations

• Visit customers whose loans have been rejected or cancelled and reportthe reasons to ACRM/CRM
• Attend non-financial transactions such as updating customersmobile 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.
• Handlecustomer enquiries complaints received through BCs
• Providefeedback to the CRM about product/process and contribute to theimprovement
• 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 and 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

Location - Anklav,Patan,Dholka,Chikhli