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.

1. 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

1. 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 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 receive

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