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. Directly responsible for acquiring new customers for Group Lending (GL) business and servicing existing customers.

Key Responsibilities

• Manages banking relationship with 650 families 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 family members based on their requirements and capacity to repay.
• 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 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.
• Meets set targets on Group Loans (GL) for 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.
• Actively 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 for potential Individual Loans (unsecured/secured).
• Shares customer insights and product-related feedback with the ACRM.
• Educates customers and family members about the entire bouquet of banking products (Loans – GL, IL, Secured, Deposits & Insurance) offered by Ujjivan.
• Interacts with customers courteously and professionally, providing prompt, efficient, and accurate services.
• Ensures timely insurance claim settlement for assigned customers.
• Resolves customer queries pertaining to GL, IL, & Family Banking within specified timelines.
• Identifies and conducts surveys of new working areas for group formation and conducts projection meetings for GL and Family Banking.
• For Group Loans: Fills customer profile forms and Loan Application forms accurately, collects supporting documents for account opening in strict adherence to KYC norms, followed by Compulsory Group Training (CGTs).
• For Individual Loans (for certified CROs): Analyzes existing customer profiles and repayment capacity, fills customer profile forms and Loan Application forms accurately, and collects supporting documents for account opening in strict adherence to KYC norms.
• Coordinates with customers during the disbursement process.
• Conducts Center Meetings as per schedule, ensures timely repayments, collects deposits for Savings Accounts / Fixed Deposit, 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 the Financial Literacy Program.
• Provides detailed field reports to the ACRM and discusses field-related issues.
• Maintains 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.
• Ensures adherence to training man-days/mandatory training programs.
• Ensures goal setting, mid-year review, and performance appraisal processes are completed 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.
• Field experience preferably in product sales, banking, or collection.
• Certifications: NA

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.
• Knowledge on unsecured products.
• Fluent in local languages and has a working knowledge of English.

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.