Customer Relationship Officer

1. 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

1. 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

• Generate 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.

1. SIZE OF THE ROLE

FINANCIAL SIZE

NON-FINANCIAL SIZE

• Portfolio Managed- < 2 Cr

• Customers handled- < 500 customers

• Number of portfolio products- Group Loan, Individual Loan, CASA, TD and TPP products

1. 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

1. 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

1. 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