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