Customer Relationship Officer, EAST

About the Role

• Job Title: Customer Relationship Officer
• Department: Micro Banking
• Location: Branch
• Position Type: Full-time
• Reports To: Assistant Customer Relationship Manager

Role Purpose & Objective

• Manage banking relationships with approximately 650 families within the geographic area.
• Acquire new customers for Group Lending (GL) business and service existing customers.
• Upsell loans to eligible customers and their family members based on requirements and repayment capacity.
• Offer and onboard Savings Accounts and other deposit products to customers, their family members, and references.
• Deliver prompt customer service 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.

Key Duties & Responsibilities

Business/Financials

• Meet set targets for Group Loans (GL) through open market acquisition and repeat GL loans.
• Convert GL customers, family members, and referrals for Family Banking by opening Savings Accounts and maintaining minimum balances.
• Actively source term deposits (FD and RD) from family members of GL customers.
• Offer suitable Insurance products to customers and family members for adequate coverage.
• Identify, process, and refer GL customers for potential Individual Loans (IL) (unsecured/secured).
• Share customer insights and product-related feedback with the ACRM.
• Educate customers and family members about the full suite 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 pertaining to GL, IL & Family Banking within specified timelines.

Internal Process

• Identify and survey new working areas for group formation and conduct projection meetings for GL and Family Banking.
• For 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 Compulsory Group Training (CGTs).
• For Individual Loans (for certified CROs): Analyze existing customer profiles and repayment capacity, accurately fill customer profile forms and Loan Application forms, collecting supporting documents for account opening in strict adherence to KYC norms.
• Coordinate with customers for the disbursement process.
• Conduct Center Meetings as scheduled, ensuring timely repayments and collection of deposits for savings accounts/fixed deposits. Update 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 other branch products.
• 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

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 with working knowledge of English.

Behavioral Skills

• Product selling skills.
• Willingness to travel and 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.
• External: House visits to loan customers, Officer-Employee Engagement.