Customer Care Representative-URC

Job Title

Grade

Department

Location

Type Of Position

Reports To

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

• Branch Audit
• Cheque stoppage/bounce
• Aadhaar enrolment
• Generate quality 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
• 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

Service Quality

• 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 customersatisfaction and client impact; service audits
• Maintain indirect contact with customers either by telephone or face-to-face
• Conduct exit interviews for dropout 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

Operations

• 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

Location - Nagapattinam,Kanakapura,Tiruvannamalai,Hukeri,Madurai,Cuddalore