Customer Relationship Officer

Job description

ROLEPURPOSE & OBJECTIVE • Managesbanking relationship with 650 families within the geographic areaof control by offering full range of banking services • Directlyresponsible to acquire new customers for Group Lending (GL)business and servicing existing customers • Upsellloans to right customers and family members based on requirementand capacity to repay • Offerand onboard Savings Accounts and other deposit products tocustomer, their family members and their references • Deliverprompt customer services; be accessible to customers at all timesfor GL, IL and Family Banking queries • G enerate quality leads for cross-selling for third party products offered by Ujjivan Small finance Bank. • Provide timely loan for eligible repeat and top-up customers. • Adherence to the defined set of processes and circulars. SIZEOF THE ROLE FINANCIALSIZE NON-FINANCIALSIZE • PortfolioManaged- • Customershandled- • Numberof portfolio products- Group Loan, Individual Loan, CASA, TD andTPP products KEYDUTIES & RESPONSIBILITIES OF THE ROLE Business/Financials • Meetthe set targets on Group Loans (GL) in terms of open marketacquisition and repeat GL loans • ConvertGL customers, family member and referrals for Family Banking interms of opening Savings Accounts and maintaining minimum balance • Activelysource term deposits (FD and RD) from Family members of GLcustomers • Offersuitable Insurance products to customer and family members toprovide adequate insurance coverage • Identify,process and refer GL customers who can be potentially givenIndividual loans either unsecured /secured • Sharecustomer insights/product related feedback with the ACRM Customer • Ensurecustomers and Family members are educated about entire bouquet ofbanking products (Loans GL, IL, Secured, Deposits &Insurance) offered by Ujjivan • Interactwith customers in a courteous and professional manner; provideprompt, efficient and accurate services • Ensuretimely insurance claim settlement for his/her customers • Resolvecustomer queries/ pertainingto GL, IL & Family Banking within specified timelines InternalProcess • Identifyand conduct surveys of new working areas for group formation andconducts projection meeting for GL and Family Banking • GroupLoans: Fill customer profile forms, Loan Application form withaccuracy and collects supporting documents for account opening instrict adherence to KYC norms followed by a Compulsory GroupTraining (CGTs) • Individualloans (for certified CROs): Analyze existing customer profile andrepayment capacity, fill customer profile forms, Loan Applicationform with accuracy and collects supporting documents for accountopening in strict adherence to KYC norms • Coordinatewith customers in the disbursement process • ConductCenter Meeting as per schedule without fail and ensure timelyrepayments, collection of deposits for savings accounts / fixeddeposit, updates all transactions on True-Cell, an interface totrack monetary transactions • Opensavings accounts for Customer and their Family members in Ujjivan • Helpto conduct the CSR activities and motivates customers toparticipate in the Financial Literacy Program • Givethe detailed field reports to ACRM and discuss field relatedissues • Adherence to the defined set of processes and circulars. Learning& Innovation • Maintainup to date knowledge of GL, IL and Family Banking products andservices as well as a working knowledge of other products offeredin the branch • Ensureadherence to training man-days/ mandatory training programs forself • Ensuregoal setting, mid-year review and performance appraisal processesare completed within specified timelines MINIMUMREQUIREMENTS OF KNOWLEDGE & SKILLS Educational Qualifications • Graduate Experience • 0-1year experience for Graduates • FieldExperience preferably in product sales, banking or collection Certifications • NA FunctionalSkills • Knowledgeon unsecured products • BasicComputer knowledge (MS Office, Outlook) / Ease of technologyusage • Isfluent in the local languages and has a working knowledge ofEnglish BehavioralSkills • Productselling skills • Willingnessto travel & relocation as per business requirements andcareer opportunities • Interpersonalskills • Abilityto interface (orally and in writing) with all levels ofassociates and customers • Abilityto manage teams and drive performance • Trainingskills CompetenciesRequired • BuildingRelationship • DrivingChange • Planning& Organizing • Collaboration Location - Kothamangalam,Bengaluru,Magadi,Nagar,Ramanujnagar,Rajanagaram,Peenya,Maddur,Yelahanka,Channapatna,Chikkaballapura,Dharwad,Hosur,Belgaum,Krishnagiri,Haveri,Davangere,Tumakuru,Tumkur,Chitradurga,Tirupathur,Vellore,Gauribidanur,Shimoga,Hariharpara,Harihar,Mysuru,Bhadravati,Tiptur,Gadag,Dharmapuri,Chintamani,Challakere,Nanjangud,Palacode,Sira,Bailhongal,Gokak,Ambur,Athni,Erode,Tiruvannamalai,Coimbatore,Salem,Jamkhandi,Arcot,Gobichettipalayam,Paramathi-Velur,Paramathi,Ramanathapuram,Mettupalayam,Udumalaipettai,Tiruppur,Dharapuram,Ernakulam,Kochi,Bodinayakanur,Puducherry,Sathyamangalam,Periyakulam,Theni,Paravur,Paravoor,Vaikom,Cherthala,Dindigul,Panruti,Cuddalore,Virudhachalam,Gudalur,Coonoor,Ooty,Alleppey,Thrissur,Vasco Da Gama,Kunnamkulam,Shrirangapattana,Thiruvaiyaru,Thanjavur,Kumbakonam,Gundlupet,Tiruchirapalli,Chamarajanagar,Hosakote,Mannargudi,Bannerghatta,Karunagappally,Chikodi,Vadalur,Thiruvarur,Kollegal,Kottarakkara,Mayiladuthurai,Rajapalayam,Kanchipuram,Sivakasi,Ambasamudram,Rasipuram,Namakkal,Nelamangala,Tenkasi,Cumbum,Sankarankoil,Aruppukkottai,Tirunelveli,Nagercoil,Pandavapura,Madurai,Chengalpattu,Tambaram,Nagapattinam,Chennai,Hosanagara,Pappireddipatti,Shikaripara,Mapusa,Hospet,Puttur,Mangaluru,Kottayam,Kozhikode,Udupi,Thiruvananthapuram,Kannur,Piriyapatna,Pattukkottai,Ottappalam,Kallakkurichi,Sindhnur,Gangavathi,Gangavati,Thiruvallur,Bijapur,Palakkad,Ballari,Kalburagi,Bagalkot,Koppal,Kovilpatti,Thoothukudi,Gingee,Viluppuram,Attur,Marthandam,Kanniyakumari,