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

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
G enerate 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 SIZE

Portfolio Managed- Customers handled-

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 man-days/ mandatory training programs for self
Ensure goal setting, mid-year review and performance appraisal processes are completed within specified timelines
MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS

Educational

Qualifications

Graduate

Experience

0-1 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

Building Relationship
Driving Change
Planning & Organizing
Collaboration
KEY INTERACTIONS

INTERNAL

EXTERNAL

Micro Banking team

House visits to loan customers

Branch Operations Team

Officer-Employee Engagement

PREPARED BY: Micro Banking Team

DATE: 23-01-2025

REVIEWED BY: Abhishek Kumar

DATE:23-01-2025

LAST UPDATED BY: TM Team

DATE: 31-01-2025

Customer Relationship Officer-GL