Customer Care Representative (Tumakuru)

POSITION DESCRIPTION JOB TITLE : Customer Care Representative GRADE : AM-II DEPARTMENT : Branch Banking LOCATION : Branch SUB-DEPARTMENT : TYPE OF POSITION : Full time REPORTS TO : Branch Operations Manager 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 Customers 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 Internal Processes 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 .