Customer Care Representative-URC

Job Title

Grade

Department

Location

Type of position

Reports to

Reporting into

Job Summary

• This role is responsible for delivering seamless customer experience;make Ujjivan customers feel as privileged customersof Ujjivan and play an active role in improving customerretention rates
• The incumbent will work on addressingall customer queries/grievance on time; constantly reducecustomer grievances escalated to regional SQ.

Size of the Role

• Branch Audit

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

Key Duties Responsibilities of the Role

Business

• AttendBranch walk-in customers; understand their requirements and guidethem 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 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

Operations

• 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
  1. Coordinatewith cash and accounts maintenance team in operations departmentto run smooth Branch operations
  2. 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

Location - Meerut,Karanpur,Kalan,Bulandshahr,Sameli,Jabalpur,Bijnor,Baghpat,Nagar,Sikar,Tikari,Fatehabad,Beawar,Bari