Customer Care Representative-URC

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 .