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 .
SIZEOF THE ROLE
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 Qualifications
Experience
FunctionalSkills
Systematic;meticulous and timely customer service
Sensitiveto Customer Wait Time
Understandingof customer concerns
Cashhandling/administrative/ experience
BehavioralSkills
Competencies
KEYINTERACTIONS
INTERNAL
EXTERNAL
Regional/clusteroperations department
Servicequality department
