Customer Relationship Officer - Micro Banking

REPORTSTO

AssistantCustomer Relationship Manager

ROLEPURPOSE & 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


• 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.

NON-FINANCIALSIZE

• PortfolioManaged-  2 Cr

• Customershandled-  500 customers


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

KEYDUTIES & 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

• Identifyand 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

Qualifications

• Graduate

Experience

• 0-1year experience for Graduates


• FieldExperience preferably in product sales,  banking or collection

Functional Skills

• Knowledgeon unsecured products


• BasicComputer knowledge (MS Office,  Outlook) / Ease of technologyusage


• Isfluent in the local languages and has a working knowledge ofEnglish

Behavioral Skills

• Product selling skills


• Willingnessto travel & relocation as per business requirements andcareer opportunities


• Interpersonal skills


• Abilityto interface (orally and in writing) with all levels ofassociates and customers


• Abilityto manage teams and drive performance


• Trainingskills

Competencies Required

• BuildingRelationship


• DrivingChange


• Planning& Organizing


• Collaboration

Location -