Assistant Customer Relationship Manager-1161-Bailhongal Branch

Job description

• POSITION DESCRIPTION JOB TITLE : Assistant Customer Relationship Manager GRADE : DM-II DEPARTMENT : Rural Banking LOCATION : Branch Name SUB-DEPARTMENT : TYPE OF POSITION : Full-time REPORTS TO : Branch Manager REPORTING INTO NA • ROLE PURPOSE & OBJECTIVE • Actively support acquisition of customers for Group Loans • Support conversion of existing borrowing customers for liabilities. • To facilitate undertaking of initiatives to retain and deepen relationship with existing customer for unsecured loans and for liabilities • Responsible to maintain process quality & ensures adherence to audit and compliance standards • Responsible to maintain Branch Documents • Responsible for Cross Selling • Responsible for overall business in absence of BM/CRM • To handle Cashier and BOO’s responsibility in their absence • Adherence to defined set of processes and circulars • Timely disbursement of sanctioned loans • SIZE OF THE ROLE FINANCIAL SIZE NON-FINANCIAL SIZE • Portfolio Managed- approx. 10 Cr • Volume of recruitment- 5-15 Staff - changes as per branch CRO budget • No. of products served- Group Loan, Individual Loan, CASA, TD and TPP products • Credit files for query resolution- approx. 200-500 files per month • KEY DUTIES & RESPONSIBILITIES OF THE ROLE Business/ Financials • Responsible to support the sales plans for the branch for MB unsecured and secured loans • To assist setting weekly/monthly targets for the team, reviews the set targets on a regular basis • Responsible to support acquisition of new GL customers; conversion of customers from unsecured to secured loans (Where Applicable) • Guide the CROs to enable conversion of existing borrowing customers for liabilities • Support the marketing initiatives designed by products & marketing department • Assess the market potential and give feedback on product modification and new product development to the regional product teams • Share insights on competitor products to the regional product/marketing teams. • Responsible for the overall Branch Liabilities Target and cross selling targets Customer • Ensure customers and CROs are educated about the unsecured loans and liabilities products offered by Ujjivan. • Resolve customer queries/grievances (pertaining to GL, unsecured IL, liabilities) escalated from the CROs within specified time frame Internal Process • Oversee and facilitate collection of documents for account opening in strict adherence to KYC norms • Keep abreast of the changes in policies and guidelines by RBI, ensures his/her team is educated on the changes to ensure strict adherence • Responsible for correct storage of client information and any other documentation inclusive internal reports, memos etc. • Oversee follow-ups with overdue customers to collect the payments • Conduct customer house visits, cross verify the documents and details in the Customer Profile forms (CPF) and Loan Application forms (LAF), conduct Group Recognition Training (GRTs) • Perform visits to the Center meetings to check whether they are as per the defined process • Ensure CROs deposits Centre meeting cash at the nearest or collocated BCs • Ensures that 100% loan utilization check is conducted by the CRO within 7 days from the day of disbursement. • Daily Monitoring of form pendency and ‘Till balance’ • To maintain smoothly operation of Branch activities in coordination with Cashier & CCR Desk • Responsible for timely BOD, COB and EOD Process • Should be compatible with Financial Software application Like Br.net, Finacle etc. • Providing potential leads to other secured and unsecured verticals Learning & Innovation • Coach the branch staff on unsecured loans products to support achieving targets and support them in conversion of existing customers for deposit products • Resolve queries and escalations from the team in a well-defined timeframe • Ensure adherence to training man-days/ mandatory training programs for self and reportees • Ensure goal-setting, midyear -review and annual appraisal process happens within specified timelines for self and reportees • Monitor timely completion of mandatory courses of the staff • Monitor timely completion of mandatory annual leave of the staff • MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS Educational Qualifications • Graduate in Commerce/Business/Economics or related subjects with good analytical and sales skills to be considered. Experience • 2-4 years of experience in MFI sales & team handling experience Certifications • NA Functional Skills • Knowledge on unsecured products • Basic Computer knowledge (MS Office, Outlook) / Ease of technology usage • Basic knowledge of accounting and finance administration desirable • Is fluent in the local languages and has a working knowledge of English • Knowledge of KYC/AML norms and other guidelines for liabilities Behavioral Skills • Multiple 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 EXTERNAL • Liabilities sales team • Branch Operations Team • State HR • Credit • Audit • Vigilance and compliance • Customers PREPARED BY: Sharanesh R DATE: 08-02-2024 REVIEWED BY: Subho Biswas DATE: 08-02-2024 LAST UPDATED BY: TM Team DATE: 13-02-2024