Customer Relationship Officer

About the Role

• Manages banking relationship 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 service existing customers.
• Upsell loans to eligible 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.
• Identify, process, and refer GL customers who can be potentially given Individual loans (IL) (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 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.
• For 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 compulsory Group Training (CGTs).
• For 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 and ensure timely repayments, collection of deposits for Savings Accounts / Fixed Deposit, and updates all transactions on True-Cell.
• Open Savings Accounts for customers and their family members in Ujjivan.
• 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.
• 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.
• Ensure goal setting, mid-year review, and performance appraisal processes are completed 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 & 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

Qualifications

• Educational Qualifications
• Graduate
• Experience
• Field Experience preferably in product sales, banking, or collection.
• Certifications
• NA