Customer Relationship Officer

About the Role

• Job Title: Customer Relationship Officer
• Department: Microbanking
• Type of Position: Full-time
• Location: Branch

Role Purpose & Objective

• Manages banking relationships with approximately 650 families within the defined geographic area.
• Offers a full range of banking services.
• Acquires new customers for Group Lending (GL) business and services existing customers.
• Upsells loans to eligible customers and family members.
• Offers and onboards Savings Accounts and other deposit products.
• Delivers prompt customer service and is accessible for GL, IL, and Family Banking queries.
• Generates leads for cross-selling third-party products.
• Provides timely loans for eligible repeat and top-up customers.
• Adheres to defined processes and circulars.

Key Duties & Responsibilities

Business/Financials

• Meet targets for Group Loans (GL) acquisition and repeat GL loans.
• Convert GL customers, family members, and referrals for Family Banking by opening Savings Accounts and maintaining minimum balance.
• Source term deposits (FD and RD) from family members of GL customers.
• Offer suitable insurance products to customers and family members.
• Identify, process, and refer GL customers for Individual Loans (unsecured/secured).
• Share customer insights and product feedback.
• Educate customers and family members about the full suite of banking products (Loans – GL, IL, Secured, Deposits & Insurance).
• Interact with customers courteously and professionally, providing prompt, efficient, and accurate services.
• Ensure timely insurance claim settlement for customers.
• Resolve customer queries pertaining to GL, IL, and Family Banking within specified timelines.

Internal Process

• Identify and survey new working areas for group formation and conduct projection meetings for GL and Family Banking.
• Group Loans: Accurately fill customer profile forms and Loan Application forms, collecting supporting documents per KYC norms, followed by a Compulsory Group Training (CGT).
• Individual Loans (for certified CROs): Analyze existing customer profiles and repayment capacity, accurately fill customer profile forms and Loan Application forms, collecting supporting documents per KYC norms.
• Coordinate with customers for the disbursement process.
• Conduct scheduled Center Meetings, ensure timely repayments, collect deposits, and update all transactions on True-Cell.
• Open savings accounts for customers and their family members.
• Assist in conducting CSR activities and motivate customer participation in Financial Literacy Programs.
• Provide detailed field reports to the ACRM and discuss field-related issues.
• Adhere to defined processes and circulars.

Learning & Innovation

• Maintain up-to-date knowledge of GL, IL, and Family Banking products and services, as well as other branch products.
• Ensure adherence to training man-days and mandatory training programs.
• Ensure timely completion of goal setting, mid-year reviews, and performance appraisal processes.

Requirements & Tech Stack

Minimum Requirements of Knowledge & Skills

Educational Qualifications

• Graduate

Experience

• 0-1 year experience for Graduates
• Field Experience preferably in product sales, banking, or collection

Certifications

• NA

Functional Skills

• Knowledge of unsecured products
• Basic Computer knowledge (MS Office, Outlook) / Ease of technology usage
• Fluent in local languages and working knowledge of English

Behavioral Skills

• Product selling skills
• Willingness to travel & relocate as per business requirements and career opportunities
• Interpersonal skills
• Ability to interface (orally and in writing) with all levels of associates and customers
• Ability to manage teams and drive performance
• Training skills

Competencies Required

• Building Relationship
• Driving Change
• Planning & Organizing
• Collaboration