English Speaker - Customer Service Agent

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

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REVIEWED BY: Abhishek Kumar

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LAST UPDATED BY: TM Team

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