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