Customer Relationship Officer

About the Role

• Position: Customer Relationship Officer
• Grade: O/AM-I/AM-II
• Department: Microbanking
• Location: Branch
• Type: Full-time
• Reports To: Assistant Customer Relationship Manager

Role Purpose & Objective

• Manage banking relationships with 650 families within the geographic area of control by 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 family members based on requirements and capacity to repay.
• Offer and onboard Savings Accounts and other deposit products to customers, their family members, and their references.
• Deliver prompt customer services and be accessible to customers for GL, IL, and Family Banking queries.
• Generate quality leads for cross-selling 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 Responsibilities

Business/Financials

• Meet set targets on 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 Individual Loans (unsecured/secured).
• Share customer insights/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 pertaining to GL, IL, and 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.
• Group Loans: Accurately complete customer profile forms, loan application forms, and collect supporting documents for account opening, strictly adhering to KYC norms, followed by Compulsory Group Training (CGTs).
• Individual Loans (for certified CROs): Analyze existing customer profiles and repayment capacity, accurately complete 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 and deposit collections 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.
• 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 reviews, 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

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 & 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