Customer Care Representative

Job Purpose

• Responsible for managing and driving a team of Virtual Relationship Managers (VRM) handling

portfolio of eligible Imperia & Preferred customers in order to achieve the targets set and that all

guidelines and regulatory requirements are followed.

• Ensuring that customers get world-class services and their needs are understood and met through

financial products that the Bank has to offer.

• Consistently meet portfolio objectives defined Viz. sales, income, group product holding etc.

• Ensure adherence to Operations process aimed at zero defect transaction processing & meeting the

Audit & Compliance guidelines.

• Responsible for managing, training and motivating staff.

• All of the above parameters consistently met by the team of VRMs.

• Income generation through a right blend of enhancement of CASA balance and through cross sell of appropriate products. So that the VRM becomes the top of the mind recall amongst the customers in the catchment for all their financial needs and services, thereby ensuring that the VRMs also achieves the key performance parameters set

Job Responsibilities(JR) : 6 – 8 Areas

Business Achievement and Development for VRM & Team

• Ensure proper scoping is done and target / niche customers identified with ACTIVE collaboration from concerned Product/Sales Support Teams

• Ensure that the targets on liability accounts, through the channel (Branch and direct sales), are met under all parameters specified.

o Meet value target for Liability Balances of the customers

o Ensure quality of sourcing is maintained and depletion rates are controlled.

o Ensure that Salary credits reach or exceed the expect Salary Credit targets

• Ensure that all managed portfolios are effectively managed through VRMs and that set targets on each of the portfolios is reached.

• Also, Team Manager has to ensure seamless servicing of customers.

• VRMs are made aware of the Scorecard targets & Portfolio Benchmark.

• Ensure that the High Net worth individuals are persuaded to avail the private banking products and services (advisory, etc.)

• Ensure that there is cross sell to the customer on asset products as offered by the Bank.

• Ensure that the customers get credit cards and start using the same for all their transactions- credit card activation push.

• Income to be generated at a customer level.

• Ensure that cross sell targets on Third Party Products is met for the Unit

• Ensure Staff are trained on product knowledge and requisite certifications

• Engaging with bottom 20% performers and identifying ares of improvement and demonstrating the How.

• Review Daily Sales Report of the staff and provide guidance on ways to improve on the same

• Managing and monitoring performance of all the sales resources

o Productivity of Liability and Non Liability sales staff

• Attrition control of customers

o Includes persuading the customer to continue and if required renew FD’s

§ Monitor large amount movements / account closure from the deposit accounts and ensure that customer does not attrite

o Ensure that the marketing analytics list on possible attrite, is called and retained

• Ensure that there is no revenue leakage

Customer Service / Customer engagement

• Plan monthly/ weekly/ daily contacts for the team of VRMs basis the contact policy & track implementation

of the interaction plan.

• Effective planning & implementation of event based trigger, birthday calls, campaign calls and other defined

objectives for customer contacts.

• Ensure that VRMs offers highest quality of service to the customers and meets expected Service Quality standard by educating the customers to use the Digital Banking mediums for their banking transactions /

needs. This is measured iva call evaluations and Sup

Reviews

• To review contact attempts versus successful contacts and analyze reasons for non-contactable customers.

• Ensure VRMs make regular contact with customers for service as well as business updates.

• Adequate logging of complaints, Reviewing & Resolving all complaints received (VRM, self, branch, other units) within the stipulated TAT

o Monitor all complaints received and ensure that they are closed within TAT

o Improve customer communication on closures

o Check with customers if the process of complaint has been managed well

o Ensure no escalations happen

o Preventive complaint management

o Asking for feedback from customers, who are not complaining

o Discussing with staff the importance of getting feedback from customers on a regular basis

• Periodic review of customer base i.e. Contactibility,

Eligibility, Product penetration & profitability. Take appropriate action to activate every customer / improve

the product penetration & profitability of the customer to become a Primary Banker for the customer.

• Carry out VoC to assess strengths and to ascertain possible improvement areas of the VRMs basis customer feedback. Take appropriate action- reward the VRM for appreciations/ corrective actions as required.

• Monitoring implementation of Sales Process.

Business Generation / Sales Tracking

• Track business generation and income for each VRM in the team on a daily basis, and take due steps.

• Review leads generated by each VRM and ensure real time lead status availability.

• Ensure VRMs actively track their leads, keep customer regularly updated on the lead status & complete the lead closure within a reasonable timeline, basis product.

• Tracking and highlighting possible customer issues on account of improper lead management.

Supervisory Reviews frequency to assess effectiveness of customer interactions by the VRM.

• Check profiling done by the VRM to ascertain effectiveness.

• Basis interaction logs captured by the VRM & discussions with the VRM, provide directional inputs on customer interactions & business generation.

• Demonstrate “how”.

• 220 Sup Reviews per month

Operations

• Conduct internal checks on a regular basis & share a feedback with VRMs on time to time.

o Lead file maintained by VRMs

o Requests captured by VRMs

o CRM Interaction

• Ensure seamless handling of operations areas such as customer requests, transactions, reversals etc.

• Handling queries of VRMs on floor and provide resolution.

• Ensure timely responses to customers through call out/ e-mail as applicable.

• Handle 1st level escalations and ensure satisfactory resolution to the grievances.

• Ensure judicious utilization of financial and non- financial authority.

• Carry out periodic checks to ensure team adheres to Audit & Compliance guidelines.

Audit and Service Quality

• Ensure all laid down system and process are followed as stipulated by Audit and Senior Management

• Monthly / Periodic Verification of Auditable items.

• Review of CRM Interactions & Lead Quality

 MIS - Reporting and Analysis :

• Ensure timely and accurate updates of all portfolio

performance parameters.

• Maintain track of VRM performance w.r.t leads, conversions, income, achievement of portfolio parameters etc.

 Staff Management

• Ensure that all VRMs are adequately trained on the

Products of the bank and sales process

• Ensure that all VRMs are trained on the process to be followed (including amendment with new circulars)

• Be aware and make VRMs aware of various policies of the bank with regard to customer service and compliance

• Monitor productivity and give guidance on improving the same in conjunction with the Line Manager / Unit Head.

• Ensure that all VRMs are sent for class room training on a regular basis

• Ensure that nominated VRMs attend training sessions conducted by HR, without fail.

Key Responsibilities:

• Design user-friendly interfaces for web and mobile applications using Figma.
• Create wireframes, UI mockups, user flows, and interactive prototypes.
• Collaborate with cross-functional teams including developers and product managers.
• Ensure consistency in design elements, styles, and branding.
• Collect and incorporate feedback to improve designs.
• Stay updated with current design trends and tools.

Design, develop, and maintain scalable web applications using React.js.

Build and optimize Progressive Web Applications (PWAs) with offline capabilities, push notifications, and responsive design.

Implement mobile-first features and ensure cross-device compatibility.

Handle app packaging and distribution for various platforms (e.g., Android, iOS via PWA standards).

Collaborate with UI/UX designers and backend developers to deliver high-quality user experiences.

Design, build, and maintain a scalable component library to promote UI consistency and reusability across projects

Ensure cross-platform optimization and responsiveness of applications.

Optimize application performance and loading times.

Integrate APIs and manage state using modern tools (e.g., Redux, Context API).

Implement and manage push notifications and background sync features.

Advocate for and implement best practices in UI architecture, including modularity, theming, and performance optimization.

Stay up to date with the latest trends in Web development and PWA capabilities.

Hospitality services domain experience is a plus.

Strong problem-solving skills, with the ability to work independently and in a team.

Proficiency in Agile methodologies and software development best practices.

Experience with version control systems, particularly Git.

bout the Role

We are seeking an experienced Python Data Engineer with a strong foundation in API and basic UI development. This role is essential for advancing our analytics capabilities for AI products, helping us gain deeper insights into product performance and driving data-backed improvements. If you have a background in AI/ML, familiarity with large language models (LLMs), and a solid grasp of Python libraries for AI, we’d like to connect!

Key Responsibilities

•   Develop Analytics Framework: Build a comprehensive analytics framework to evaluate and monitor AI product performance and business value.

•   Define KPIs with Stakeholders: Collaborate with key stakeholders to establish and measure KPIs that gauge AI product maturity and impact.

•   Data Analysis for Actionable Insights: Dive into complex data sets to identify patterns and provide actionable insights to support product improvements.

•   Data Collection & Processing: Lead data collection, cleaning, and processing to ensure high-quality, actionable data for analysis.

•   Clear Reporting of Findings: Present findings to stakeholders in a clear, concise manner, emphasizing actionable insights.

Required Skills

•   Technical Skills:

o   Proficiency in Python, including experience with key AI/ML libraries.

o   Basic knowledge of UI and API development.

o   Understanding of large language models (LLMs) and experience using them effectively.

•   Analytical & Communication Skills:

o   Strong problem-solving skills to address complex, ambiguous challenges.

o   Ability to translate data insights into understandable reports for non-technical stakeholders.

o   Knowledge of machine learning algorithms and frameworks to assess AI product effectiveness.

o   Experience in statistical methods to interpret data and build metrics frameworks.

o   Skilled in quantitative analysis to drive actionable insights.

Summary of Role

Innovate to solve the world's most important challenges. We are looking for Advanced User Exp Designer with strong capabilities to design and own the product experience. The designer would be responsible for end to end interaction and visual design.

Responsibilities

• Own the design execution while working closely with key stakeholders in design, engineering and business stakeholders to solve user needs and business goals
• Demonstrate mastery of the end-end UX process, including user research for discovery and product definition, and multiple methods of formal and informal user evaluations
• Demonstrate a strong understanding of Agile / Lean UX methodologies
• Prioritize backlog effectively; communicate clear timelines and status updates at all levels
• Guide effective documentation and communication of design - via wireframes, mockups, prototypes and user stories
• Conduct research and evaluation of designs, as well as emerging technology, industry, and market trends

Must Have Background for this Role:

• Bachelor's degree preferably from tier 1/ tier 2 design school.
• Outstanding user experience design portfolio
• Bachelors degree in human factors, psychology, user experience design or related degree
• Some experience in user experience design, interaction design or human factors
• Proficient user experience design skills, e.g., customer journey map, experience diagramming, task analysis, workflow design, etc.
• Experience with observational research and usability testing
• Graduate degree in user experience design, human factors, interaction design or related discipline.
• Fluent with design sketching and prototyping tools, e.g., Axure, Balsamiq, Visio, etc.
• Experience with design trends, benchmarking, forecasting and concept creation
• Experience with project planning, scoping and execution in a phase-gate and/or agile environment

Required Skills for this Role:

• Has 5+ years of experience (e.g. interaction, graphic, visual, product, industrial), User Experience, HCI, or a related field
• Must have strong background in interaction/UX design and continue to be hands-on as an interaction designer
• Conducts user research to understand user needs, mental models and working contexts
• Synthesizes output of stakeholder research & creates visualizations that effectively summarize key insights related to user and customer needs and behaviors, product definition.
• Has real-world experience in managing projects & stakeholders
• Skilled in standard design & wireframing tools (Adobe CC, Sketch) and visual communication

Job Responsibilities:

* Design, build, and maintain efficient, reusable, and reliable Java code

* Ensure the best possible performance, quality, and responsiveness of the applications

* Identify bottlenecks and bugs, and devise solutions to these problems

* Help maintain code quality, organization, and automatization

* Prepare the technical design of complex technology components

Mandatory Skills:

* Proficient in Java (JDK 1.7) or above JDK 8 preferable, with a good knowledge of its ecosystems with a knack for writing clean, readable Java code, writing reusable Java libraries along with knowledge of concurrency patterns in Java

* Solid understanding of object-oriented programming along with various design and architectural patterns

* Hands on experience with Spring, Spring Boot, JUnit

* Familiarity with concepts of MVC, Microservices, RESTful

Technology is at the heart of our organization. We have a strong engineering team and we're looking for an experienced engineer to lead our backend engineering team. As part of the tech team, you will Understand product requirements and brainstorm ways to address them

• Lead large initiatives and be responsible for it
• Mentor teammates
• Set and enforce standards for writing and maintaining efficient code
• Influence team decisions in the overall architecture and practices of the company
• Contribute to company growth by participating in hiring activities

Must-haves

1. At least 4 years experience in a product based company
2. Experience working with distributed environments at scale
3. Strong command on at least one Object Oriented Programming language
4. Experience leading developers for large scale products
5. Demonstrated capability to design and architect products built for scale
6. Deep knowledge of multiple AWS services
7. Experience with Docker and Kubernetes

Good to have

1. Experience with at least one among C++, Java
2. Experience with Linux file systems
3. Familiarity with agile development methodologies

We're hiring a set of highly skilled, enthusiastic, and passionate people who thrive in a high-growth environment. We believe the best way to grow is to give everyone the opportunity to pursue their interests. At Lucidity, you have complete freedom to work on projects that interest you. Plus, with benefits like flexible hours, company offsites, unlimited leaves, we ensure you enjoy the journey as much as we do. We are also offering healthy founding team ESOP's.