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 request
📌 Customer Care Representative (Jhajjar)
🏢 Ujjivan Small Finance Bank
📍 Jhajjar
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