- 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.
1. 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
1. KEY DUTIES & RESPONSIBILITIES OF THE ROLE
1. 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.
1. Customer (Both Internal & External)
- Contact the customerafter 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.
1. 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
1. 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.
1. 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
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
- Flexible to work in different LOB’s within Phone Banking
1. 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: 20th May 2026
Reviewed by: Shiv K C
Date: 3rd July 2026
Last updated by: TM Team
Date: 7th July 2026
This is Internal document.
📌 Officer-Digimitra (Bengaluru)
🏢 Ujjivan Small Finance Bank
📍 Bengaluru
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