Customer Care Representative

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

• 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

• 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 received through BCs
• Provide feedback to the CRM about product/process and contribute to the improvement
• Engage in creating awareness about appropriate loan utilization/savings to the customers
• Responsible for motivating customers to use alternate channels such as ATMs, BCs and assist/educate customers to use ATMs for dispensing cash and educate them on using kiosks & phone banking
• Report inappropriate collection practices by Branch staff and/or group/center members to ACRM or to CRM.
• Support cashier in daily activities especially if cash disbursement and repayments are high

1. Coordinate with cash and accounts maintenance team in operations department to run smooth Branch operations
2. Ensure timely scanning of loan application documents to maintain the required turnaround time (TAT)

• Assist the Assistant CRM in coordination for internal and external audits in the Branch

• Maintain current knowledge of company products and services, applicable regulations KYC/AML norms
• Complete certification programs organized by service quality & operations department
• Ensure adherence to training man-days/ mandatory training programs for self
• Ensure goal setting, mid-year review and performance appraisal processes are completed within specified timelines