Customer Care Representative – Branch Banking

About the role

The Customer Care Representative ensures a seamless experience for Ujjivan’s branch customers, handling queries, grievances and routine banking transactions. The role supports customer retention by providing timely assistance and promoting the use of self‑service channels.

Key responsibilities

• Attend walk‑in customers, understand their needs and guide them through banking services.
• Handle internal and external queries, including account updates, passbook printing, cheque‑book, ATM and PIN requests, and account closures.
• Conduct exit interviews for dropped‑out customers and report findings to the CRM team.
• Assist service‑quality surveys, collect feedback and contribute to process improvements.
• Visit customers with rejected or cancelled loans to gather reasons and report to CRM.
• Promote alternate channels such as ATMs, kiosks and phone banking, and educate customers on their use.
• Support cashiers during high‑volume cash disbursement and repayment periods.
• Coordinate with cash and accounts teams to ensure smooth branch operations and timely scanning of loan documents.
• Report inappropriate collection practices to the appropriate CRM personnel.

Required profile

• Strong customer‑service orientation with the ability to address queries promptly.
• Good communication skills for face‑to‑face and telephone interactions.
• Attention to detail in handling banking transactions and documentation.
• Ability to work collaboratively with branch staff and support teams.

Required skills