(Immediate Start) Customer Relationship Manager

3 weeks ago

Bengaluru, India Ujjivan Small Finance Bank Full time

Job Description KEY DUTIES & RESPONSIBILITIES OF THE ROLE Business/ Financials - Monitors branch performance in MB unsecured and secured loans along with ACRM - Responsible for acquiring new GL customers; conversion of customers from unsecured to secured loans - Key person for scaling up Family Banking in branch. Executes the sales plans for the branch for acquisition of accounts and term deposits for family member and referrals of group loan and unsecured individual loan customers - Set weekly/monthly targets for the team, reviews the set targets on a regular basis - Guide the CROs to enable conversion of existing borrowing customers for liabilities - Execute the marketing initiatives designed by products & marketing department - Assess the market potential and give feedback on product modification and new product development to the regional product teams - Share insights on competitor products to the regional product/marketing teams Customer - Ensure customers and CROs are educated about the unsecured loans and liabilities products offered by Ujjivan - Resolve customer queries/grievances (pertaining to GL, unsecured IL, liabilities) escalated from the CROs within specified time frame Internal Process - Oversee collection of documents for account opening in strict adherence to KYC norms - Keep abreast of the changes in policies and guidelines by RBI, ensures his/her team is educated on the changes to ensure strict adherence - Responsible for correct storage of client information and any other documentation inclusive internal reports, memos etc. - Oversee follow-ups with overdue customers to collect the payments - Conduct customer house visits, cross verify the documents and details in the Customer Profile forms (CPF) and Loan Application forms (LAF), conduct Group Recognition Training (GRTs) - Perform visits to the Center meetings to check whether they are as per scheduled time and day. - Ensure CROs deposit center meeting cash at the nearest or collocated BCs. - Timely disbursement of sanctioned loans - closure of Audit points and Maintaining threshold on Needs Improvement and Unsatisfactory branches. - Implementation of products pertaining to Government business. - To ensure adherence to minimum number of House visits and center visits for the month. Learning & Innovation - Coach the branch staff on unsecured loans products to drive targets and support them in conversion of existing customers for deposit products - Resolve queries and escalations from the team in a well-defined timeframe - Ensure adherence to training man-days/ mandatory training programs for self and reportees - Ensure goal-setting, midyear -review and annual appraisal process happens within specified timelines for self and reportees - Monitor timely completion of mandatory courses of the staff - Monitor timely completion of mandatory annual leave of the staff.

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