Customer Relationship Officer, North

About the Role

Manages banking relationships with 650 families within the geographic area of control by offering a full range of banking services. Directly responsible to acquire new customers for Group Lending (GL) business and servicing existing customers. Upsell loans to right customers and family members based on requirement 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; be accessible to customers at all times 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. Adherence 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 a minimum balance.
• Actively source term deposits (FD and RD) from family members of GL customers.
• Offer suitable Insurance products to customers and family members for adequate insurance coverage.
• Identify, process, and refer GL customers for potential Individual loans (unsecured/secured).
• Share customer insights/product-related feedback with the ACRM.
• Ensure customers and family members are educated about the entire bouquet of banking products (Loans – GL, IL, Secured, Deposits & Insurance) offered by Ujjivan.
• Interact with customers courteously and professionally; provide prompt, efficient, and accurate services.
• Ensure timely insurance claim settlement for assigned customers.
• Resolve customer queries pertaining to GL, IL & Family Banking within specified timelines.

Customer

• Ensure customers and Family members are educated about the entire bouquet of banking products (Loans – GL, IL, Secured, Deposits & Insurance) offered by Ujjivan.
• Interact with customers in a courteous and professional manner; provide prompt, efficient, and accurate services.
• Ensure timely insurance claim settlement for his/her customers.
• Resolve customer queries/ pertaining to GL, IL & 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.
• Group Loans: Fill customer profile forms, loan application forms with accuracy, and collect supporting documents for account opening in strict adherence to KYC norms, followed by a Compulsory Group Training (CGTs).
• Individual loans (for certified CROs): Analyze existing customer profile and repayment capacity, fill customer profile forms, loan application forms with accuracy, and collect supporting documents for account opening in strict adherence to KYC norms.
• Coordinate with customers in the disbursement process.
• Conduct Center Meetings as per schedule without fail and ensure timely repayments, collection of deposits for savings accounts/fixed deposit, and update all transactions on True-Cell, an interface to track monetary transactions.
• Open Savings Accounts for customers and their family members in Ujjivan.
• Help conduct CSR activities and motivate customers to participate in the Financial Literacy Program.
• Provide detailed field reports to the ACRM and discuss field-related issues.
• Adherence to defined processes and circulars.

Learning & Innovation

• 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 man-days/mandatory training programs for self.
• 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

• Graduate

Experience

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

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.

Knowledge

• Knowledge on unsecured products.
• Fluent in the local languages and has a working knowledge of English.

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.