Customer Relationship Officer

About the Role

The Customer Relationship Officer position at Ujjivan Small Finance Bank is a full-time role within the Microbanking department.

Key Responsibilities

• Manage banking relationships for families within the geographic area of control, offering a full range of banking services.
• Acquire new customers for Group Lending (GL) business and service existing customers.
• Upsell loans based on customer 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.
• Provide timely loans for eligible repeat and top-up customers.
• Adhere to defined processes and circulars.

Key Duties & Responsibilities

Business/Financials

• Meet targets for Group Loans (GL) in terms of 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 (unsecured/secured).
• Share customer insights and product feedback with the Assistant Customer Relationship Manager (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, and Family Banking within specified timelines.

Internal Process

• Identify and conduct surveys of new working areas for group formation and conduct projection meetings for GL and Family Banking.
• For Group Loans: Complete customer profile forms, Loan Application forms accurately, and collect supporting documents for account opening in adherence to KYC norms, followed by a Compulsory Group Training (CGTs).
• For Individual loans (certified CROs): Analyze customer profile and repayment capacity, complete customer profile forms, Loan Application forms accurately, and collect supporting documents for account opening in adherence to KYC norms.
• Coordinate with customers during the disbursement process.
• Conduct Center Meetings as per schedule, ensure timely repayments, collection of 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.
• 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 in the branch.
• Ensure adherence to training man-days/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.
• Fluent in local languages and working knowledge of English.
• Willingness to travel and relocate as per business requirements and career opportunities.

Qualifications

• Graduate

Experience

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

Skills

• Product selling skills
• 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.
• Knowledge on unsecured products.