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119 Ujjivan Financial Services Jobs
Customer Care Representative
0-3 years
Bangalore / Bengaluru, Maddur
1 vacancy
Customer Care Representative
Ujjivan Financial Services
posted 2mon ago
Job Role Insights
Fixed timing
Key skills for the job
Job Description
Thisrole is responsible for delivering seamless customer experience;make Ujjivan customers feel as privileged customersof Ujjivan and play an active role in improving customerretention rates .
- 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
Business
- 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
Customers
- 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
InternalProcesses
- 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
Learning& Performance
- 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
Experience
- Minimum1-2 experience is customer service
FunctionalSkills
- Problemsolving skills
- Systematic;meticulous and timely customer service
- Sensitiveto Customer Wait Time
- Understandingof customer concerns
- Cashhandling/administrative/ experience
BehavioralSkills
- Positiveinterpersonal skills
- Customerservice orientation
- Conflicthandling
- Listeningand communication skills
Competencies
- Execution
- ManagingRelationships
- CustomerFocus
- ContinuousImprovement
KEYINTERACTIONS
INTERNAL
EXTERNAL
- Regional/clusteroperations department
- Servicequality department
- StateHR
- Neighboringbanks
- Cashmanagement agencies
- Exitcustomers
Employment Type: Full Time, Permanent
Functional Areas: Customer Service & Operations
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People are getting interviews at Ujjivan Financial Services through
People are getting interviews through
(based on 4 Ujjivan Financial Services interviews)
Job Portal
Referral
Walkin
50%
25%
25%
Moderate
Confidence
?
Moderate Confidence means the data is based on a sufficient number of responses received from the candidates
What people at Ujjivan Financial Services are saying
Rating based on 7 Customer Care Representative
reviews
Anonymous · Customer Service
in Sonipat
Likes
Job security and work culture
Dislikes
Nothing
Read 7 reviewsCustomer Care Representative salary at Ujjivan Financial Services
reported by
5
employees
₹2
L/yr - ₹2.4
L/yr
30%
less
than the average Customer Care Representative Salary in India
View more details
What Ujjivan Financial Services employees are saying about work life
based on 303 employees
Strict timing
Monday to Saturday
Within city
Day Shift
Ujjivan Financial Services Benefits
Job Training 
Health Insurance 
Soft Skill Training 
Team Outings 
Education Assistance 
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