Customer Care Representative – Branch Banking

About the role

The Customer Care Representative ensures a seamless experience for Ujjivan customers visiting the branch. The role focuses on addressing queries, handling grievances promptly, and supporting initiatives that improve customer retention.

Key responsibilities

• Attend walk‑in customers, understand their needs, and guide them through banking services.
• Handle internal and external queries, including non‑financial transactions such as mobile number updates, passbook prints, cheque book requests, ATM/PIN services, and account closures.
• Cross‑sell relevant products and services based on customer requirements.
• Conduct customer satisfaction surveys, exit interviews, and report findings to the CRM team.
• Visit customers with rejected or cancelled loans and communicate reasons to the CRM.
• Promote the use of alternate channels (ATMs, kiosks, phone banking) and educate customers on their usage.
• Report inappropriate collection practices and support cashier activities during high cash‑flow periods.
• Coordinate with cash and accounts teams to ensure smooth branch operations and timely scanning of loan documents.

Required profile

• Experience handling customer queries and complaints in a banking environment.
• Ability to follow defined standards and escalation procedures.
• Strong orientation toward customer satisfaction and retention.

Required skills

What we offer

• Opportunity to work in a dynamic branch setting.
• Exposure to a wide range of banking products and customer service processes.