Customer Care Representative

About the role

The Customer Care Representative will be the front‑line point of contact for branch customers, ensuring a seamless and privileged experience with Ujjivan. The role focuses on timely resolution of queries, grievance handling, and supporting customer retention through proactive service.

Key responsibilities

• Attend walk‑in customers, understand their needs and guide them to appropriate solutions.
• Address internal and external queries, including account updates, passbook prints, cheque book, ATM, PIN, and account closure requests.
• Cross‑sell relevant banking products based on customer requirements.
• Conduct exit interviews for drop‑out customers and report findings.
• Assist service‑quality team with customer satisfaction surveys and audits.
• Support cash handling, loan document scanning, and coordination with operations teams.
• Promote use of alternate channels such as ATMs, kiosks and phone banking.
• Report any inappropriate collection practices to the CRM team.

Required profile

• Strong communication skills with the ability to handle customer queries professionally.
• Attention to detail and ability to follow defined service standards.
• Customer‑focused mindset with a proactive approach to problem solving.
• Ability to work collaboratively with branch staff and support teams.

Required skills