Customer Relationship Officer

About the Role

Manages banking relationships with 650 families within the geographic area of control by offering a full range of banking services. Responsible for acquiring new customers for Group Lending (GL) business and servicing existing customers.

Key Responsibilities

• Manage banking relationships with 650 families.
• Acquire new customers for Group Lending (GL) business.
• Service existing customers.
• Upsell loans to eligible customers and their family members based on requirement and capacity to repay.
• Offer and onboard Savings Accounts and other deposit products to customers, their family members, and their references.
• Deliver prompt customer service and be accessible for GL, IL, and Family Banking queries.
• Generate quality leads for cross-selling of third-party products.
• Provide timely loans for eligible repeat and top-up customers.
• Adhere to defined processes and circulars.
• Meet set targets on Group Loans (GL) in terms of open market acquisition and repeat GL loans.
• Convert GL customers, family members, and referrals for Family Banking in terms of opening Savings Accounts and maintaining minimum balance.
• Actively 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 (IL), either unsecured or secured.
• Share customer insights and product-related feedback.
• 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.
• Resolve customer queries pertaining to GL, IL, & Family Banking within specified timelines.
• Identify and conduct surveys of new working areas for group formation.
• Conduct projection meetings for GL and Family Banking.
• Fill customer profile and loan application forms with accuracy, collecting supporting documents for account opening in strict adherence to KYC norms.
• Conduct Compulsory Group Training (CGTs).
• Analyze existing customer profile and repayment capacity for individual loans.
• Coordinate with customers in the disbursement process.
• Conduct Center Meetings as per schedule and ensure timely repayments and collection of deposits.
• 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 Financial Literacy Programs.
• Provide detailed field reports and discuss field-related issues.
• Maintain up-to-date knowledge of GL, IL, and Family Banking products and services, and other products offered in the branch.
• Ensure adherence to training requirements.
• Complete goal setting, mid-year review, and performance appraisal processes within specified timelines.

Requirements & Tech Stack

• Basic Computer knowledge (MS Office, Outlook) / Ease of technology usage.
• True-Cell (interface to track monetary transactions).

Qualifications

• Graduate
• 0-1 year experience for Graduates.
• Field Experience preferably in product sales, banking, or collection.
• Fluent in local languages and working knowledge of English.

Functional Skills

• Knowledge on unsecured products.
• 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.

Behavioral Skills

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