Customer Relationship Officer, North

About the Role

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

Key Responsibilities

• Manage banking relationships with approximately 650 families within a defined geographic area, offering a full range of banking services.
• Acquire new customers for Group Lending (GL) business and service existing customers.
• Upsell loans to eligible customers and their family members based on their 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 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.
• Meet set targets on 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.
• Actively source term deposits (FD and RD) from family members of GL customers.
• Offer suitable Insurance products to customers and their 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 entire bouquet 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.
• Identify and conduct surveys of new working areas for group formation and conducts projection meetings for GL and Family Banking.
• For Group Loans: Accurately fill customer profile forms, Loan Application forms, and collect supporting documents for account opening in strict adherence to KYC norms, followed by compulsory group training.
• For Individual Loans (for certified CROs): Analyze existing customer profiles and repayment capacity, accurately fill customer profile forms, Loan Application forms, and collect supporting documents for account opening in strict adherence to KYC norms.
• Coordinate with customers during the disbursement process.
• Conduct Center Meetings as per schedule, ensure timely repayments, collect deposits for savings accounts/fixed deposits, and 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.
• Maintain up-to-date knowledge of GL, IL, and Family Banking products and services, as well as a working knowledge of other products offered in the branch.
• Ensure adherence to training requirements and mandatory training programs.
• 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

Qualifications

Educational Qualifications

• Graduate

Experience

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

Certifications

• NA

Functional Skills

• Knowledge on unsecured products.
• Fluency in local languages and a working knowledge of English.

Behavioral Skills

• Product selling skills.
• Willingness to travel & relocation 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
• Officer-Employee Engagement

External

• House visits to loan customers