Customer Relationship Officer - MB - South 2

POSITION DESCRIPTIONJOB 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 & OBJECTIVEManages banking relationship with 650 families within the geographic area of control by offering full range of banking servicesDirectly responsible to acquire new customers for Group Lending (GL) business and servicing existing customersUpsell loans to right customers and family members based on requirement and capacity to repayOffer and onboard Savings Accounts and other deposit products to customer, their family members and their referencesDeliver prompt customer services; be accessible to customers at all times for GL, IL and Family Banking queriesG 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 ROLEFINANCIAL SIZE

NON-FINANCIAL SIZE

Portfolio Managed- Customers handled-Number of portfolio products- Group Loan, Individual Loan, CASA, TD and TPP productsKEY DUTIES & RESPONSIBILITIES OF THE ROLE

Business/ FinancialsMeet the set targets on Group Loans (GL) in terms of open market acquisition and repeat GL loansConvert GL customers, family member and referrals for Family Banking in terms of opening Savings Accounts and maintaining minimum balanceActively source term deposits (FD and RD) from Family members of GL customersOffer suitable Insurance products to customer and family members to provide adequate insurance coverageIdentify, process and refer GL customers who can be potentially given Individual loans either unsecured /securedShare customer insights/product related feedback with the ACRMCustomerEnsure customers and Family members are educated about entire bouquet of banking products (Loans GL, IL, Secured, Deposits & Insurance) offered by UjjivanInteract with customers in a courteous and professional manner; provide prompt, efficient and accurate servicesEnsure timely insurance claim settlement for his/her customersResolve customer queries/ pertaining to GL, IL & Family Banking within specified timelinesInternal ProcessIdentify and conduct surveys of new working areas for group formation and conducts projection meeting for GL and Family BankingGroup 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 normsCoordinate with customers in the disbursement processConduct 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 transactionsOpen savings accounts for Customer and their Family members in UjjivanHelp to conduct the CSR activities and motivates customers to participate in the Financial Literacy ProgramGive the detailed field reports to ACRM and discuss field related issuesAdherence to the defined set of processes and circulars.Learning & InnovationMaintain 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 branchEnsure adherence to training man-days/ mandatory training programs for selfEnsure goal setting, mid-year review and performance appraisal processes are completed within specified timelinesMINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLSEducationalQualificationsGraduateExperience0-1 year experience for GraduatesField Experience preferably in product sales, banking or collectionCertifications

NAFunctional SkillsKnowledge on unsecured productsBasic Computer knowledge (MS Office, Outlook) / Ease of technology usageIs fluent in the local languages and has a working knowledge of EnglishBehavioral SkillsProduct selling skillsWillingness to travel & relocation as per business requirements and career opportunitiesInterpersonal skillsAbility to interface (orally and in writing) with all levels of associates and customersAbility to manage teams and drive performanceTraining skillsCompetencies RequiredBuilding RelationshipDriving ChangePlanning & OrganizingCollaborationKEY INTERACTIONSINTERNALEXTERNALMicro 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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