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**GL - Customer Relationship Officer - EAST - Micro Banking**: Multiple locations - Department - EAST MICROBANKING-GL - Job posted on - Sep 17, 2025 - Employment type - Permanent- 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 NAROLE PURPOSE & OBJECTIVEManages 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.SIZE OF THE ROLE FINANCIAL SIZE NON-FINANCIAL SIZEPortfolio Managed - < 2 CrCustomers handled - < 500 customers- Number of portfolio products - Group Loan, Individual Loan, CASA, TD and TPP productsKEY 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 timelinesMINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS Educational - QualificationsGraduate Experience0-1 year experience for Graduates- Field Experience preferably in product sales, banking or collection CertificationsNA 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 SkillsProduct 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 RequiredBuilding Relationship- Driving Change- Planning & Organizing- Collaboration