Customer Care Representative-URC

Job description

- POSITION DESCRIPTION JOB TITLE : Customer Care Representative-URC GRADE : DM-I DEPARTMENT : Rural Banking LOCATION : Branch SUB-DEPARTMENT : TYPE OF POSITION : Full-time REPORTS TO : Branch Manager-Rural Banking 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 **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 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 **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/ 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: Alok Sharma DATE: 20-02-2024 REVIEWED BY: Murali Chari DATE: 21-02-2024 LAST UPDATED BY: TM Team DATE: 22-02-2024