Customer Relationship Officer

About the Role

Manages banking relationships with families, offering a full range of banking services. Responsible for acquiring new customers for Group Lending (GL) and servicing existing ones.

Key Responsibilities

• Manage banking relationships with families within the geographic area of control.
• Acquire new customers for Group Lending (GL) business.
• Service existing GL customers.
• Upsell loans to eligible customers based on requirements and repayment capacity.
• Offer and onboard Savings Accounts and other deposit products to customers and their family members.
• Deliver prompt customer service and address queries related to GL, IL, and Family Banking.
• Generate quality leads for cross-selling third-party products.
• Provide timely loans for eligible repeat and top-up customers.
• Adhere to defined processes and circulars.
• Meet targets on Group Loans (GL), including open market acquisition and repeat GL loans.
• Convert GL customers, family members, and referrals for Family Banking by opening Savings Accounts and maintaining minimum balances.
• 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 potential individual loans (unsecured/secured).
• Share customer insights and product feedback with the ACRM.
• Educate customers and family members about the full range 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 related to GL, IL, and Family Banking within specified timelines.
• Identify and conduct surveys of new working areas for group formation and conduct projection meetings for GL and Family Banking.
• Accurately fill customer profile forms and loan application forms, collecting supporting documents for account opening in adherence to KYC norms.
• Coordinate with customers in the disbursement process.
• Conduct Center Meetings as per schedule, ensuring timely repayments and collections.
• Update all transactions on True-Cell.
• Open savings accounts for customers and their family members.
• Assist in conducting CSR activities and motivate customers to participate in the Financial Literacy Program.
• Provide detailed field reports to the ACRM and discuss field-related issues.

Requirements & Tech Stack

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

Qualifications

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

Skills

• Product selling skills.
• Willingness to travel & relocation 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.
• Building Relationship.
• Driving Change.
• Planning & Organizing.
• Collaboration.
• Knowledge on unsecured products.