Customer Relationship Officer

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 appropriate 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 the defined set of 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 in terms of 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.
• Identify, process, and refer GL customers who can potentially be given 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 in a courteous and professional manner; 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.

Internal Process

• Identify and conduct surveys of new working areas for group formation and conducts 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 deposits, 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 to 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 the defined set of 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.
• Ensure goal setting, mid-year review, and performance appraisal processes are completed within specified timelines.

Requirements & Tech Stack

Minimum Requirements of Knowledge & Skills

Educational Qualifications

• Graduate

Experience

• Field Experience preferably in product sales, banking, or collection.

Certifications

• NA

Functional Skills

• Knowledge on unsecured products
• Basic Computer knowledge (MS Office, Outlook) / Ease of technology usage
• Fluent in local languages and has 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
• External: House visits to loan customers, Officer-Employee Engagement