Customer Relationship Officer

About the Role

Manages banking relationships with 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 relationships with approximately 650 families.
• Acquires new customers for Group Lending (GL) business and services existing customers.
• Upsells loans to eligible 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 their references.
• Delivers prompt customer services and remains 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.
• 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.
• Sources term deposits (FD and RD) from family members of GL customers.
• Offers suitable insurance products to customers and family members for adequate insurance coverage.
• 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 full bouquet 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 assigned customers.
• Resolves customer queries related to GL, IL, and Family Banking within specified timelines.
• Identifies and surveys new working areas for group formation and conducts projection meetings for GL and Family Banking.
• Completes customer profile forms and Loan Application forms accurately for Group Loans and collects supporting documents adhering to KYC norms, followed by Compulsory Group Training (CGTs).
• For certified CROs handling Individual loans: Analyzes existing customer profile and repayment capacity, fills forms accurately, and collects supporting documents adhering to KYC norms.
• Coordinates with customers for the disbursement process.
• Conducts Center Meetings as per schedule, ensuring timely repayments and collection of deposits for Savings Accounts / Fixed Deposits.
• Updates all transactions on True-Cell (interface for tracking monetary transactions).
• 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, and working knowledge of other branch products.
• 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.
• 0-1 year of experience for Graduates.
• Field experience preferably in product sales, banking, or collection.
• Fluent in local languages and working knowledge of English.
• Knowledge on unsecured products.

Behavioral Skills & Competencies

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