Customer Relationship Officer (UB-MB-EB-CRO)-East

Job Title: 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 for acquiring new customers for Group Lending (GL) business and servicing existing customers.
• Upsells loans to eligible customers and their family members based on requirements and capacity to repay.
• Offers and onboards Savings Accounts and other deposit products to customers, their family members, and references.
• Delivers prompt customer service and is accessible to customers for GL, IL, and Family Banking queries.
• Generates quality leads for cross-selling third-party products offered by Ujjivan Small Finance Bank.
• Provides timely loans for eligible repeat and top-up customers.
• Adheres 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 potential Individual Loans (IL), both unsecured and secured.
• Share customer insights and product-related feedback with the ACRM.
• Educate customers and family members about the full suite of banking products offered by Ujjivan.
• 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, & 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.
• For Group Loans: Accurately fill customer profile and loan application forms, collect supporting documents, and adhere to KYC norms, followed by a Compulsory Group Training (CGTs).
• For Individual Loans (for certified CROs): Analyze existing customer profiles and repayment capacity, accurately fill customer profile and loan application forms, collect supporting documents, and adhere to KYC norms.
• Coordinate with customers for the disbursement process.
• Conduct Center Meetings as per schedule, ensure timely repayments, collect deposits 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.
• Complete goal setting, mid-year review, and performance appraisal processes within specified timelines.

Requirements & Tech Stack

• Basic Computer knowledge (MS Office, Outlook) / Ease of technology usage.

Qualifications

• Graduate degree.
• Field Experience preferably in product sales, banking, or collection.
• Fluent in local languages and working knowledge of English.

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 on unsecured products
• Building Relationship
• Driving Change
• Planning & Organizing
• Collaboration