Customer Care Representative - Kolkata @ ujjivan

1. JOB SUMMARY

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

Accountable for implementing customers life events management framework at the Branch; ensure adherence to guidelines specified thereof

Ensure addressing all customer queries/grievance on time; constantly reduce customer grievances escalated to regional SQ

2. PRIMARY RESPONSIBILITIES

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

Customer

Responsible for handling customer queries and provide information as per defined standards and escalate to BM 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 BM .

Assist in Rural Banking 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 BM

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 BM 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 BM .

Support cashier in daily activities especially if cash disbursement and repayments are high

o Coordinate with cash and accounts maintenance team in operations department to run smooth Branch operations

o Ensure timely scanning of loan application documents to maintain the required turnaround time (TAT)

Assist the BM 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