Customer Relationship Officer, North

About the Role

The Customer Relationship Officer - North position is a full-time role within the Microbanking department, reporting to the Assistant Customer Relationship Manager.

Key Responsibilities

• Manage banking relationships with approximately 650 families, offering a full range of banking services.
• Acquire new customers for Group Lending (GL) business and service existing customers.
• Upsell loans to suitable 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 referrals.
• Deliver prompt customer services and be accessible for GL, IL, and Family Banking queries.
• Generate quality leads for cross-selling of 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 on 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.
• Identify, process, and refer GL customers for potential Individual Loans (IL) (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, & 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, collect supporting documents for account opening adhering strictly to KYC norms, followed by a 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, and collect supporting documents for account opening adhering strictly to KYC norms.
• Coordinate with customers for the disbursement process.
• Conduct Center Meetings as per schedule without fail, ensuring timely repayments and collection of deposits for savings accounts/fixed deposits.
• Update all transactions on True-Cell, an interface to track monetary transactions.
• 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 products offered at the branch.
• Ensure adherence to training man-days/mandatory training programs for oneself.
• Ensure 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 (for transaction tracking).

Qualifications

• Graduate degree.

Experience

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

Functional Skills

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

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 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.