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
Customers
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
Internal Processes
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
Coordinate with cash and accounts maintenance team in operations department to run smooth Branch operations
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
Learning & Performance
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
