Customer Relationship Officer, EAST

Job Title: Customer Relationship Officer - Micro Banking

About the Role

• Manages banking relationships with approximately 650 families within a designated geographic area.
• Offers a full range of banking services.
• Acquires new customers for Group Lending (GL) business and services existing customers.
• Upsells loans based on customer requirements and repayment capacity.
• Offers and onboards Savings Accounts and other deposit products.
• Delivers prompt customer service and addresses queries related to GL, IL, and Family Banking.
• Generates leads for cross-selling third-party products.
• Provides timely loans for eligible repeat and top-up customers.
• Adheres to defined processes and circulars.

Key Responsibilities

• Business/ Financials:
• Meet set targets for Group Loans (GL) acquisition and repeat GL loans.
• Convert GL customers, family members, and referrals for Family Banking by opening Savings Accounts and maintaining minimum balances.
• 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).
• Share customer insights and product feedback with the Assistant Customer Relationship Manager (ACRM).
• Educate customers and family members on 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 related to GL, IL & Family Banking within specified timelines.
• Internal Process:
• Identify and survey new working areas for group formation and conduct projection meetings.
• Fill customer profile forms and Loan Application forms accurately, collecting supporting documents for account opening in adherence to KYC norms.
• Conduct Compulsory Group Training (CGTs).
• For certified CROs: Analyze existing customer profiles and repayment capacity, fill 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, and updating all transactions on True-Cell.
• Open savings accounts for customers and their family members.
• Assist in conducting CSR activities and motivate customer participation in Financial Literacy Programs.
• 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 other branch products.
• Ensure adherence to 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.
• True-Cell (interface to track monetary transactions).

Qualifications

• Educational Qualifications: Graduate.
• Experience: 0-1 year of experience for Graduates.
• Field Experience preferably in product sales, banking, or collection is a plus.
• Certifications: Not specified.

Skills

• Functional Skills:
• Knowledge of unsecured products.
• 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:
• Building Relationship.
• Driving Change.
• Planning & Organizing.
• Collaboration.
• Language: Fluent in local languages and working knowledge of English.