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.
• Responsible for acquiring new customers for Group Lending (GL) business and servicing existing customers.
• Upsells loans to eligible customers and their family members based on requirement and repayment capacity.
• Offers and onboards Savings Accounts and other deposit products to customers, their family members, and their references.
• Delivers prompt customer service and is accessible to customers 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.

Key Responsibilities

Business/Financials

• Meets set targets on Group Loans (GL) in terms of 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 for adequate insurance coverage.
• Identifies, processes, and refers GL customers for 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, and Family Banking within specified timelines.

Internal Process

• Identifies and conducts surveys of new working areas for group formation and projection meetings for GL and Family Banking.
• Group Loans: Accurately fills customer profile forms, loan application forms, and collects supporting documents for account opening adhering to KYC norms, followed by Compulsory Group Training (CGTs).
• Individual Loans (for certified CROs): Analyzes existing customer profiles and repayment capacity, accurately fills customer profile forms, loan application forms, and collects supporting documents for account opening adhering to KYC norms.
• Coordinates with customers during the disbursement process.
• Conducts Center Meetings as per schedule, ensuring timely repayments, collection of deposits for savings accounts/fixed deposits, and updating all transactions on True-Cell.
• Opens savings accounts for customers and their family members in Ujjivan.
• 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.
• Adheres to defined processes and circulars.

Learning & Innovation

• Maintains up-to-date knowledge of GL, IL, and Family Banking products and services, as well as 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

• 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 and 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