- POSITION DESCRIPTION

JOB TITLE : Officer-DigiMitra GRADE : DM-II

DEPARTMENT : Phone Banking

LOCATION : HO

SUB-DEPARTMENT : Phone Banking

TYPE OF POSITION : Full-time

REPORTS TO : Team Leader –

- DigiMitra

REPORTING INTO

NA
- ROLE PURPOSE &
- OBJECTIVE
- Own end-to-end resolution of customer service requests and complaints related to Digital Banking channels, ensuring superior customer experience.
- Manage CRM service requests within defined Turnaround Time (TAT) while maintaining high quality and compliance standards.
- Identify recurring issues, perform root cause analysis and recommend process, product, and system improvements.
- Minimize customer escalations through proactive ownership, timely communication, and effective resolution management.
- Ensure adherence to regulatory, audit and internal requirements while handling customer requests.
- SIZE OF THE ROLE

FINANCIAL SIZE NON-FINANCIAL SIZE
- 50 Lakhs cross sales monthly Productivity
- 150 to 200 cases managed Per month.
- 2000+ cases managed by PB Authorization Desk.
- Coordinate with Branches/business SPOC’s for customer issues and escalations
- KEY DUTIES & RESPONSIBILITIES OF THE ROLE

- Business/ Financials
- Resolve customer queries/requests/issues around digital channels.
- Respond to customer within specified Time line after SR is assigned.
- Raise ticket in Manage engine and Follow-up with IT for closure of SR/ME tickets within TAT
- Handle Digital Channels Related Requests &
- Complaints raised by Branches, Phone Banking Officers, SQ and customer care teams.
- Responsible for connecting with customer post SR is reviewed.
- Raise ticket in Manage engine and Follow-up with IT If the issue requires IT support
- Ensure that the established procedures for each service request, including logging, processing and progress chasing issues are followed
- Adhere to all Service and Business metrics set for the unit




- Responsible for suggesting methods to improve area operations, efficiency and service.
- Work as a checker for ETE processes and manage checker activity.
- Work on SR’s assigned in CRM and closure of SR’S within TAT.
- Responsible for coordinating with relevant stakeholders to ensure within TAT closure of SRs.
- Monitor Critical cases and ensure zero percent lapse.
- Monitor cases pertaining to transaction dispute and do case wise modification where ever necessary.
- Customer (Both Internal &
- External)
- Contact the customer after obtaining resolution from relevant team and resolve SR/Complaints
- Accurate and timely resolution of complaints/ customer issues
- Provide splendid customer services to customers in a friendly and courteous manner at all times
- Have sufficient knowledge about the banking products and services to respond to all customer inquiries accordingly
- Improve customers’ banking experience by ensuring customer issues are attended promptly and all their challenges are resolved within TAT.
- Establish and promote cordial relationship with customers, ensuring prompt attendance to their inquiries and solving their problems to grant them maximum satisfaction
- Channelize complex customer complaints and challenges to the right departments for effective resolution.
- Ensure immediate action on Critical cases.
- Internal Process
- Ensure defined productivity Metrics and service metrics are maintained.
- Ensure that all the bank’s policies and procedures,



code of conduct and regulatory guidelines are strictly complied with in the process of discharging duties
- Ensure all calls are tagged accurately in CRM
- Help all other members of staff in other departments of the bank by liaising with them through healthy interactions
- Handle small projects
- Innovation &
- Learning
- Ensure adherence to training man-days/ mandatory training programs for self and self
- Continuously update skills by participating in professional trainings, attend courses as instructed by management and be willing to contribute acquired knowledge to the development of the bank.
- MINIMUM REQUIREMENTS OF KNOWLEDGE &

SKILLS

Educational Qualifications

- Graduate in any discipline

Experience(Years and Core Experience Type)
- 2 to 4 years of work experience in customer service, helpdesk, Digital Adoption teams, tele-calling preferably

Certifications
- NA

Functional Skills
- Relationship Management
- Business Management
- Customer Relationship
- Upselling and Cross Selling
- Basic excel &

- PPT knowledge

Behavioral Skills
- Good communication skills – both oral and written
- Good interpersonal management skills
- Problem solving skills
- Decision making ability

Competencies
- Banks Product Knowledge
- Planning and Organizing Skills
- Sales and Influencing Skills
- Awareness of Banking regulations
- Flexible to work in 24/7 shifts
- Adaptable to work in different LOB’s within Phone Banking
- KEY INTERACTIONS

INTERNAL

EXTERNAL

- Operations team
- Branch team
- Products team
- Service Quality
- Deliverables team
- IT team
- Digital Team
- CRM Support Team
- Finacle Support Team
- NTB/ETB Customers
- Referrals

Prepared by: Subrat B

Date: 20 th May 2026

Reviewed by: Shiv K C

Date: 3 rd July 2026

Last updated by: TM Team

Date: 7 th July 2026

This is Internal document.

📌 Officer-Digimitra (Bengaluru)
🏢 Ujjivan Small Finance Bank
📍 Bengaluru