Customer Relationship Officer

About the Role

The Customer Relationship Officer 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 eligible customers and family members.
• Offer and onboard Savings Accounts and other deposit products.
• Provide prompt customer service and be accessible for GL, IL, and Family Banking queries.
• Generate 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) acquisition and repeat loans.
• Convert GL customers, family members, and referrals to open Savings Accounts and maintain minimum balances.
• Source term deposits (FD and RD) from GL customer family members.
• Offer suitable insurance products to customers and family members.
• Identify, process, and refer potential Individual Loan (IL) customers.
• Share customer insights and product feedback.
• Educate customers and family members about all banking products (Loans, Deposits, Insurance).
• Interact with customers courteously and professionally, providing prompt and accurate services.
• Ensure timely insurance claim settlement.
• Resolve customer queries related to GL, IL, and Family Banking within specified timelines.
• Internal Process:
• Identify and survey new working areas for group formation and conduct projection meetings.
• Accurately fill customer profile and loan application forms, collecting supporting documents and adhering to KYC norms for GL.
• Analyze existing customer profiles and repayment capacity, filling forms accurately with supporting documents adhering to KYC norms for IL (for certified CROs).
• Coordinate with customers for the disbursement process.
• Conduct Center Meetings as per schedule, ensure timely repayments, collect deposits, and update transactions on True-Cell.
• Open savings accounts for customers and their family members.
• Assist in conducting CSR activities and motivate customer participation in Financial Literacy Programs.
• Provide detailed field reports 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.
• Ensure adherence to mandatory training programs.
• Complete goal setting, mid-year reviews, and performance appraisal processes within specified timelines.

Requirements & Tech Stack

• 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 & relocation as per business requirements.
• 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

Qualifications

• Educational Qualifications: Graduate
• Experience: 0-1 year experience for Graduates
• Field Experience: Preferably in product sales, banking, or collection.