Customer Care Representative – Branch Banking

About the role

The Customer Care Representative ensures a seamless experience for branch customers, positioning them as privileged members of Ujjivan. This full‑time position focuses on timely resolution of queries, reduction of escalated grievances, and support for cross‑selling initiatives.

Key responsibilities

• Attend walk‑in customers, understand their needs and guide them through queries and concerns.
• Handle both internal and external customer queries, including non‑financial transactions such as mobile number updates, passbook prints, account statements, cheque book, ATM/PIN requests, and account closures.
• Implement life‑event management framework at the branch and ensure adherence to guidelines.
• Conduct exit interviews for dropped‑out customers and report findings to the CRM team.
• Assist in micro‑finance activities, follow up on rejected or cancelled loans, and provide feedback on products and processes.
• Motivate customers to use alternate channels (ATMs, kiosks, phone banking) and educate them on usage.
• Report inappropriate collection practices and support cashiers during high‑volume cash disbursement and repayment periods.
• Coordinate with cash and accounts teams to maintain smooth branch operations and ensure timely scanning of loan documents.

Required profile

• Full‑time position based at a branch.
• Reports to the Branch Operations Officer.
• Grade AM‑II as per internal classification.
• Strong communication skills and ability to handle customer grievances professionally.
• Willingness to support service‑quality surveys and assist the CRM team.

Required skills