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

About the Role

Manages banking relationships with families, offering a full range of banking services. Responsible for acquiring new customers for Group Lending (GL) business and servicing existing customers. Upsells loans, offers and onboards savings accounts and other deposit products. Provides prompt customer service and generates leads for cross-selling third-party products.

Key Responsibilities

• Manage the banking relationship with approximately 650 families within the geographic area of control.
• Acquire new customers for Group Lending (GL) business and 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 references.
• Deliver prompt customer services and be accessible for GL, IL, and Family Banking queries.
• Generate quality leads for cross-selling third-party products offered by Ujjivan Small Finance Bank.
• Provide timely loans for eligible repeat and top-up customers.
• Adhere to defined processes and circulars.

Duties & Responsibilities

Business/Financials

• Meet targets on Group Loans (GL) for acquisition and repeat 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 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.

Internal Process

• Identify and conduct surveys of new working areas for group formation and conduct projection meetings for GL and Family Banking.
• For Group Loans: Accurately fill customer profile forms, Loan Application forms, and collect supporting documents for account opening in adherence to KYC norms, followed by a Compulsory Group Training (CGTs).
• For Individual Loans (for certified CROs): Analyze existing customer profile and repayment capacity, accurately fill customer profile forms, Loan Application forms, and collect supporting documents for account opening in adherence to KYC norms.
• Coordinate with customers during the disbursement process.
• Conduct Center Meetings as per schedule, ensuring timely repayments, collection of deposits for savings accounts/fixed deposits, and updating 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.
• 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 a working knowledge of other products offered in the branch.
• Ensure adherence to training man-days/mandatory training programs.
• 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.
• Fluent in local languages with working knowledge of English.

Qualifications

• Graduate.

Experience

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

Skills

Functional Skills

• Knowledge on unsecured products.

Behavioral 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.

Competencies Required

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