Customer Relationship Officer

GRADE - O/AM-I/AM-II

DEPARTMENT - MICROBANKING

REPORTS TO - Assistant Customer Relationship Manager

REPORTING IN TO - NA

ROLE PURPOSE & OBJECTIVE

• Managesbanking relationship with 650 families within the geographic areaof control by offering full range of banking services
• Directlyresponsible to acquire new customers for Group Lending (GL)business and servicing existing customers
• Upsellloans to right customers and family members based on requirementand capacity to repay
• Offerand onboard Savings Accounts and other deposit products tocustomer, their family members and their references
• Deliverprompt customer services; be accessible to customers at all timesfor 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

FINANCIALSIZE

NON-FINANCIAL SIZE

• PortfolioManaged- 2 Cr

• Customershandled- 500 customers

• Numberof portfolio products- Group Loan, Individual Loan, CASA, TD andTPP products

KEY DUTIES & RESPONSIBILITIES OF THE ROLE

Business/Financials

• Meetthe set targets on Group Loans (GL) in terms of open marketacquisition and repeat GL loans
• ConvertGL customers, family member and referrals for Family Banking interms of opening Savings Accounts and maintaining minimum balance
• Activelysource term deposits (FD and RD) from Family members of GLcustomers
• Offersuitable Insurance products to customer and family members toprovide adequate insurance coverage
• Identify,process and refer GL customers who can be potentially givenIndividual loans either unsecured /secured
• Sharecustomer insights/product related feedback with the ACRM

Customer

• Ensurecustomers and Family members are educated about entire bouquet ofbanking products (Loans GL, IL, Secured, Deposits &Insurance) offered by Ujjivan
• Interactwith customers in a courteous and professional manner; provideprompt, efficient and accurate services
• Ensuretimely insurance claim settlement for his/her customers
• Resolvecustomer queries/pertainingto GL, IL & Family Banking within specified timelines

Internal Process

• Identify and conduct surveys of new working areas for group formation andconducts projection meeting for GL and Family Banking
• GroupLoans: Fill customer profile forms, Loan Application form withaccuracy and collects supporting documents for account opening instrict adherence to KYC norms followed by a Compulsory GroupTraining (CGTs)
• Individualloans (for certified CROs): Analyze existing customer profile andrepayment capacity, fill customer profile forms, Loan Applicationform with accuracy and collects supporting documents for accountopening in strict adherence to KYC norms
• Coordinatewith customers in the disbursement process
• ConductCenter Meeting as per schedule without fail and ensure timelyrepayments, collection of deposits for savings accounts / fixeddeposit, updates all transactions on True-Cell, an interface totrack monetary transactions
• Opensavings accounts for Customer and their Family members in Ujjivan
• Helpto conduct the CSR activities and motivates customers toparticipate in the Financial Literacy Program
• Givethe detailed field reports to ACRM and discuss field relatedissues
• Adherence to the defined set of processes and circulars.

Learning & Innovation

• Maintainup to date knowledge of GL, IL and Family Banking products andservices as well as a working knowledge of other products offeredin the branch
• Ensureadherence to training man-days/ mandatory training programs forself
• Ensuregoal setting, mid-year review and performance appraisal processesare completed within specified timelines

MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS

Educational Qualifications

• Graduate

Experience

• 0-1year experience for Graduates
• FieldExperience preferably in product sales, banking or collection

Functional Skills

• Knowledge on unsecured products
• Basic Computer knowledge (MS Office, Outlook) / Ease of technologyusage
• Isfluent in the local languages and has a working knowledge ofEnglish

Behavioral Skills

• Productselling skills
• Willingnessto travel & relocation as per business requirements andcareer opportunities
• Interpersonalskills
• Abilityto interface (orally and in writing) with all levels ofassociates and customers
• Abilityto manage teams and drive performance
• Trainingskills

Competencies Required

• Building Relationship
• Driving Change
• Planning & Organizing
• Collaboration

KEY INTERACTIONS

INTERNAL

EXTERNAL

MicroBanking team

Housevisits to loan customers

BranchOperations Team

Officer-EmployeeEngagement.

Location - Anupshahr,Bengaluru,Bannerghatta,Chamarajanagar,Channapatna,Chikkaballapura,Chintamani,Gauribidanur,Gundlupet,Hassan,Hosakote,Kanakapura,Kollegal,Kothamangalam,Maddur,Magadi,Mysuru,Nagar,Nanjangud,Nelamangala,Pandavapura,Paramathi-Velur,Peenya,Piriyapatna,Puttur,Ramanujnagar,Rajanagaram,Shrirangapattana,Yelahanka