• 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 cust
📌 Customer Care Representative (Vellore)
🏢 Ujjivan Small Finance Bank
📍 Vellore
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