Customer Relationship Officer

About the Role

• Position Title: Customer Relationship Officer
• Department: Microbanking
• Location: Branch
• Type: Full-time
• Reports To: Assistant Customer Relationship Manager

Role Purpose & Objective

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

Key Duties & Responsibilities

Business/Financials

• Meets set targets on Group Loans (GL), including open market acquisition and repeat GL loans.
• Converts GL customers, family members, and referrals for Family Banking by opening Savings Accounts and maintaining minimum balances.
• Sources term deposits (FD and RD) from family members of GL customers.
• Offers suitable Insurance products to customers and family members.
• Identifies, processes, and refers GL customers eligible for Individual Loans (unsecured/secured).
• Shares customer insights and product feedback with the ACRM.
• Educates customers and family members about the full suite of banking products (Loans – GL, IL, Secured; Deposits; Insurance).
• Interacts with customers courteously and professionally, providing prompt, efficient, and accurate services.
• Ensures timely insurance claim settlement for customers.
• Resolves customer queries related to GL, IL & Family Banking within specified timelines.

Internal Process

• Identifies and surveys new working areas for group formation and conducts projection meetings for GL and Family Banking.
• Group Loans: Accurately fills customer profile forms, loan application forms, and collects supporting documents, adhering to KYC norms, followed by Compulsory Group Training (CGTs).
• Individual Loans (for certified CROs): Analyzes existing customer profiles and repayment capacity, accurately fills customer profile forms, loan application forms, and collects supporting documents, adhering to KYC norms.
• Coordinates with customers for the disbursement process.
• Conducts scheduled Center Meetings, ensures timely repayments, collects deposits for savings accounts/fixed deposits, and updates all transactions on True-Cell.
• Opens savings accounts for customers and their family members.
• Assists in conducting CSR activities and motivates customers to participate in Financial Literacy Programs.
• Provides detailed field reports to the ACRM and discusses field-related issues.
• Adheres to defined processes and circulars.

Learning & Innovation

• Maintains up-to-date knowledge of GL, IL, and Family Banking products and services, along with other branch products.
• Ensures adherence to training man-days and mandatory training programs.
• Ensures goal setting, mid-year reviews, and performance appraisal processes are completed within specified timelines.

Requirements & Tech Stack

• Educational Qualification: Graduate
• Experience: 0-1 year for Graduates
• Field Experience: Preferably in product sales, banking, or collections.
• Certifications: Not specified
• Functional Skills:
• Knowledge of unsecured products.
• Basic Computer knowledge (MS Office, Outlook).
• Ease of technology usage.
• Fluent in local languages with 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

Key Interactions

• Internal: Micro Banking Team, Branch Operations Team
• External: House visits to loan customers, Officer-Employee Engagement