Customer Relationship Officer, North

Customer Relationship Officer - North

About the Role

• Full-time position reporting to the Assistant Customer Relationship Manager.
• Manages banking relationships with approximately 650 families within a defined geographic area.

Key Responsibilities

• Acquire new customers for Group Lending (GL) and service existing customers.
• Upsell loans to eligible customers and family members based on requirements and repayment capacity.
• Offer and onboard Savings Accounts and other deposit products to customers, their family members, and references.
• Deliver prompt customer service and be accessible for GL, IL, and Family Banking queries.
• Generate quality leads for cross-selling third-party products.
• Provide timely loans for eligible repeat and top-up customers.
• Adhere to defined processes and circulars.
• Meet set targets on GL acquisition and repeat GL loans.
• Convert GL customers, family members, and referrals for Family Banking (opening Savings Accounts and maintaining 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 for Individual Loans (unsecured/secured).
• Share customer insights and product-related feedback.
• Educate customers and family members about the full range of banking products (Loans, Deposits, Insurance).
• Interact with customers courteously and professionally, providing prompt, efficient, and accurate services.
• Ensure timely insurance claim settlement for customers.
• Resolve customer queries related to GL, IL, and Family Banking within specified timelines.
• Identify and conduct surveys of new working areas for group formation and conduct projection meetings for GL and Family Banking.
• Accurately fill customer profile forms and Loan Application forms with supporting documents for account opening, adhering to KYC norms.
• Conduct Compulsory Group Training (CGTs).
• Analyze existing customer profiles and repayment capacity for Individual Loans.
• Coordinate with customers during the disbursement process.
• Conduct Center Meetings as per schedule, ensure timely repayments, collection of deposits, and update all transactions on True-Cell.
• Open savings accounts for customers and their family members.
• Assist in conducting CSR activities and motivate customer participation in the Financial Literacy Program.
• Provide detailed field reports and discuss field-related issues.
• Maintain up-to-date knowledge of GL, IL, and Family Banking products and services, as well as other branch products.
• Ensure adherence to training man-days and mandatory training programs.
• Ensure goal setting, mid-year reviews, and performance appraisal processes are completed within specified timelines.

Requirements & Tech Stack

• Basic Computer knowledge (MS Office, Outlook).
• Ease of technology usage.
• True-Cell (interface to track monetary transactions).

Qualifications

• Graduate.
• 0-1 year of experience for graduates.
• Field experience preferably in product sales, banking, or collection.
• Fluent in local languages with working knowledge of English.

Skills & Competencies

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