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15 Ujjivan Financial Services Jobs in Bangalore / Bengaluru
Customer Care Representative
0-3 years
Bangalore / Bengaluru, Maddur
1 vacancy
Customer Care Representative
Ujjivan Financial Services
posted 5mon ago
Job Role Insights
Fixed timing
Key skills for the job
Job Description
- Theincumbent will work on addressingall customer queries/grievance on time; constantly reducecustomer grievances escalated to regional SQ.
SIZEOF THE ROLE
- BranchAudit
- Chequestoppage/bounce
- Aadhaarenrolment
- Generatequality sales leads
- Handlingof both internal and external queries
- CustomerService
KEYDUTIES & RESPONSIBILITIES OF THE ROLE
- AttendBranch walk-in customers; understand their requirements and guidethem to fulfill their queries/concerns
- Understandcustomers requirements and create opportunities to crosssell relevant products/ services
- Implementcustomers life events management framework at the Branch; ensureadherence to guidelines specified thereof
- Responsiblefor handling customer queries and provide information as perdefined standards and escalate to Assistant CRM & CRM in caseof any deviation
- Assistservice quality team in conducting surveys on customersatisfaction and client impact; service audits
- Maintaindirect contact with customers either by telephone or face-to-face
- Conductexit interviews for drop out customers and report the findings toAssistant CRM and to CRM.
- Assistin Microfinance Plus activities being conducted in the Branch
- Actionon closure of presidential complaints from customers ofrespective branch
- Visitcustomers whose loans have been rejected or cancelled and reportthe reasons to ACRM/CRM
- Attendnon-financial transactions such as; updating customersmobile number, handle customer requests such as pass book print,account statements, cheque book, ATM, PIN requests, accountclosure requests (FD/CASA/RD) and address change request etc.
- Handlecustomer enquiries & complaints received through BCs
- Providefeedback to the CRM about product/process and contribute to theimprovement
- Engagein creating awareness about appropriate loan utilization/savingsto the customers
- Responsiblefor motivating customers to use alternate channels such as ATMs,BCs and assist/educate customers to use ATMs for dispensing cashand educate them on using kiosks & phone banking
- Reportinappropriate collection practices by Branch staff and/orgroup/center members to ACRM or to CRM.
- Supportcashier in daily activities especially if cash disbursement andrepayments are high
- Coordinatewith cash and accounts maintenance team in operations departmentto run smooth Branch operations
- Ensuretimely scanning of loan application documents to maintain therequired turnaround time (TAT)
-
- Assistthe Assistant CRM in coordination for internal and externalaudits in the Branch
- Maintaincurrent knowledge of company products and services, applicableregulations KYC/AML norms
- Completecertification programs organized by service quality &operations department
- Ensureadherence to training man-days/ mandatory training programs forself
- Ensuregoal setting, mid-year review and performance appraisal processesare completed within specified timelines
Qualifications
- UG Any Graduation/Diploma & ITI
- Minimum1-2 experience is customer service
- Problemsolving skills
- Systematic;meticulous and timely customer service
- Sensitiveto Customer Wait Time
- Understandingof customer concerns
- Cashhandling/administrative/ experience
- Positiveinterpersonal skills
- Customerservice orientation
- Conflicthandling
- Listeningand communication skills
- Execution
- ManagingRelationships
- CustomerFocus
- ContinuousImprovement
KEYINTERACTIONS
- Regional/clusteroperations department
- Servicequality department
- StateHR
- Neighboringbanks
- Cashmanagement agencies
- Exitcustomers
Employment Type: Full Time, Permanent
Functional Areas: Customer Service & Operations
Read full job description What people at Ujjivan Financial Services are saying
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