Customer Relationship Officer

2 weeks ago

India Ujjivan Small Finance Bank Full time

Customer Relationship Officer - Micro Banking - Bangalore & Mysore Cluster:
Multiple locations

  • Division
  • SOUTH BUSINESS
  • Job posted on
  • May 28, 2024
  • Employee Type
  • Permanent
  • Experience range (Years) 0
  • N.A.
  • 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 Officer

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
  • Generate quality leads for crossselling for third party products offered by Ujjivan Small finance Bank
  • Provide timely loan for eligible repeat and topup customers
  • Adherence to the defined set of processes and circulars
  • SIZE OF THE ROLE

FINANCIAL SIZE
NON-
FINANCIAL SIZE

  • Portfolio Managed
  • Approx 2.5Cr
  • Customers handled
- approx 650 customers

  • 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 mandays/ mandatory training programs for self
  • Ensure goal setting, midyear review and performance appraisal processes are completed within specified timelines
  • MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS
Educational

Qualifications:

  • Graduate
Experience

  • 01 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

  • Buildi

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