Assistant Customer Relationship Manager

GRADE - DM-II

DEPARTMENT - Micro Banking

REPORTS TO - Branch Manager/CRM

1. ROLE PURPOSE & OBJECTIVE

2. Actively support acquisition of customers for Group Loans

3. Support conversion of existing borrowing customers for liabilities.
4. To facilitate undertaking of initiatives to retain and deepen relationship with existing customer for unsecured loans and for liabilities
5. Responsible to maintain process quality & ensures adherence to audit and compliance standards
6. Responsible to maintain Branch Documents
7. Responsible for Cross Selling
8. Responsible for overall business in absence of BM/CRM
9. To handle Cashier and BOOs responsibility in their absence
10. Adherence to defined set of processes and circulars
11. Timely disbursement of sanctioned loans

NON-FINANCIAL SIZE

• Portfolio Managed- approx. 10 Cr

• Volume of recruitment- 5-15 Staff - changes as per branch CRO budget

• No. of products served- Group Loan, Individual Loan, CASA, TD and TPP products
• Credit files for query resolution- approx files per month

KEY DUTIES & RESPONSIBILITIES OF THE ROLE

Business/ Financials

• Responsible to support the sales plans for the branch for MB unsecured and secured loans
• To assist setting weekly/monthly targets for the team, reviews the set targets on a regular basis
• Responsible to support acquisition of new GL customers; conversion of customers from unsecured to secured loans (Where Applicable)
• Guide the CROs to enable conversion of existing borrowing customers for liabilities
• Support 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.
• Responsible for the overall Branch Liabilities Target and cross selling targets

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 and facilitate 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 the defined process
• Ensure CROs deposits Centre meeting cash at the nearest or collocated BCs
• Ensures that 100% loan utilization check is conducted by the CRO within 7 days from the day of disbursement.
• Daily Monitoring of form pendency and Till balance
• To maintain smoothly operation of Branch activities in coordination with Cashier & CCR Desk
• Responsible for timely BOD, COB and EOD Process
• Should be compatible with Financial Software application Like , Finacle etc.
• Providing potential leads to other secured and unsecured verticals

Learning & Innovation

• Coach the branch staff on unsecured loans products to support achieving 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

MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS

Educational

Qualifications

• Graduate in Commerce/Business / Economics or related subjects with good analytical and sales skills to be considered.

Experience

• 2-4 years of experience in MFI sales & team handling experience

Functional Skills

• Knowledge on unsecured products
• Basic Computer knowledge (MS Office, Outlook) / Ease of technology usage
• Basic knowledge of accounting and finance administration desirable
• Is fluent in the local languages and has a working knowledge of English
• Knowledge of KYC/AML norms and other guidelines for liabilities

Behavioral Skills

• Multiple 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.