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