New | Customer Relationship Officer - North

• 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