New | Customer Relationship Officer - North

Job description

• POSITION DESCRIPTION JOB TITLE : Customer Relationship Officer GRADE : O/AM-I/AM-II DEPARTMENT : MICROBANKING LOCATION : Branch SUB-DEPARTMENT : TYPE OF POSITION : Full-time REPORTS TO : Assistant Customer Relationship Manager REPORTING INTO NA • ROLE PURPOSE & OBJECTIVE • Manages banking relationship with 650 families within the geographic area of control by offering full range of banking services • Directly responsible to acquire new customers for Group Lending (GL) business and servicing existing customers • Upsell loans to right customers and family members based on requirement and capacity to repay • Offer and onboard Savings Accounts and other deposit products to customer, their family members and their references • Deliver prompt customer services; be accessible to customers at all times for 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. • SIZE OF THE ROLE FINANCIAL SIZE NON-FINANCIAL SIZE Portfolio Managed- Customers handled-- Number of portfolio products- Group Loan, Individual Loan, CASA, TD and TPP products • KEY DUTIES & RESPONSIBILITIES OF THE ROLE Business/ Financials • Meet the set targets on Group Loans (GL) in terms of open market acquisition and repeat GL loans • Convert GL customers, family member and referrals for Family Banking in terms of 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 customer and family members to provide adequate insurance coverage • Identify, process and refer GL customers who can be potentially given Individual loans either unsecured /secured • Share customer insights/product related feedback with the ACRM Customer • Ensure customers and Family members are educated about entire bouquet of banking products (Loans – GL, IL, Secured, Deposits & Insurance) offered by Ujjivan • Interact with customers in a courteous and professional manner; provide prompt, efficient and accurate services • Ensure timely insurance claim settlement for his/her 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 meeting for GL and Family Banking • Group Loans: Fill customer profile forms, Loan Application form with accuracy and collects supporting documents for account opening in strict adherence to KYC norms followed by a Compulsory Group Training (CGTs) • Individual loans (for certified CROs): Analyze existing customer profile and repayment capacity, fill customer profile forms, Loan Application form with accuracy and collects supporting documents for account opening in strict adherence to KYC norms • Coordinate with customers in the disbursement process • Conduct Center Meeting as per schedule without fail and ensure timely repayments, collection of deposits for savings accounts / fixed deposit, updates all transactions on True-Cell, an interface to track monetary transactions • Open savings accounts for Customer and their Family members in Ujjivan • Help to conduct the CSR activities and motivates customers to participate in the Financial Literacy Program • Give the detailed field reports to ACRM and discuss field related issues • Adherence to the defined set of 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 for self • Ensure goal setting, mid-year review and performance appraisal processes are completed within specified timelines • MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS Educational Qualifications • Graduate Experience • 0-1 year experience for Graduates • Field Experience preferably in product sales, banking or collection Certifications • NA Functional Skills • Knowledge on unsecured products • Basic Computer knowledge (MS Office, Outlook) / Ease of technology usage • Is fluent in the local languages and has a working knowledge of English Behavioral Skills • 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 Micro Banking team House visits to loan customers Branch Operations Team Officer-Employee Engagement PREPARED BY: Micro Banking Team DATE: 23-01-2025 REVIEWED BY: Abhishek Kumar DATE:23-01-2025 LAST UPDATED BY: TM Team DATE: 31-01-2025