Customer Relationship Officer (UB-MB-EB-CRO)-East

About the Role

• Position Title: Customer Relationship Officer
• Grade: O/AM-I/AM-II
• Department: Microbanking
• Location: Branch
• Type: Full-time
• Reports To: Assistant Customer Relationship Manager

Role Purpose & Objective

• Manages banking relationships with approximately 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 appropriate customers and family members based on requirements and repayment capacity.
• Offers and onboards Savings Accounts and other deposit products to customers, their family members, and references.
• Delivers prompt customer service and is accessible to customers at all times for GL, IL, and Family Banking queries.
• Generates quality leads for cross-selling of 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.

Size of the Role

• Portfolio Managed: Customers handled
• Number of Portfolio Products: Group Loan, Individual Loan, CASA, TD, and TPP products.

Key Duties & Responsibilities

Business/Financials

• 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 by 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 for adequate insurance coverage.
• Identify, process, and refer GL customers who can potentially be given Individual Loans (IL), either unsecured or secured.
• Share customer insights/product-related feedback with the ACRM.
• Ensure customers and family members are educated about the entire bouquet of banking products (Loans – GL, IL, Secured, Deposits & Insurance) offered by Ujjivan.
• 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 conduct surveys of new working areas for group formation and conducts projection meetings for GL and Family Banking.
• Group Loans: Accurately fill customer profile forms and Loan Application forms, collecting supporting documents for account opening in strict adherence to KYC norms, followed by a Compulsory Group Training (CGTs).
• Individual Loans (for certified CROs): Analyze existing customer profile and repayment capacity, accurately fill customer profile forms and Loan Application forms, and collect supporting documents for account opening in strict adherence to KYC norms.
• Coordinate with customers in the disbursement process.
• Conduct Center Meetings as per schedule without fail, ensuring timely repayments, collection of deposits for savings accounts/fixed deposits, and updating all transactions on True-Cell (an interface to track monetary transactions).
• Open Savings Accounts for customers and their Family members in Ujjivan.
• 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.
• Adherence to defined processes and circulars.

Learning & Innovation

• Maintain up-to-date knowledge of GL, IL, and Family Banking products and services, as well as a working knowledge of other products offered in the branch.
• Ensure adherence to training man-days/mandatory training programs.
• Ensure goal setting, mid-year review, and performance appraisal processes are completed within specified timelines.

Minimum Requirements

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

Key Interactions

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