Customer Relationship Officer

GRADE-O/AM-I/AM-II

DEPARTMENT-MICROBANKING

REPORTS TO -Assistant Customer Relationship Manager

1. 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
• Generate 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.

1. SIZE OF THE ROLE

FINANCIAL SIZE

NON-FINANCIAL SIZE

• Portfolio Managed- 2 Cr

• Customers handled- 500 customers
• Number of portfolio products- Group Loan, Individual Loan, CASA, TD and TPP products

1. 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

1. MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS

Educational

Qualifications

• Graduate

Experience

• 0-1 year experience for Graduates
• Field Experience preferably in product sales, banking or collection

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

1. KEY INTERACTIONS

INTERNAL

EXTERNAL

Micro Banking team

Location-Alleppey,Ambasamudram,Ambur,Anupshahr,Arcot,Aruppukkottai,Athni,Attur,Bagalkot, Bengaluru,Belgaum,Ballari,Bhadravati,Bijapur,Bodinayakanur,Challakere,Chamarajanagar,

Channapatna,Chengalpattu,Chennai,Cherthala,Chikkaballapura,Chikodi,Chintamani,

Chitradurga,Coimbatore,Coonoor,Cuddalore,Cumbum,Davangere,Dharapuram,

Dharmapuri,Dharwad,Dindigul,Ernakulam,Erode,Gadag,Gauribidanur,Gingee,

Gobichettipalayam,Gokak,Gudalur,Kalburagi,Gundlupet,Hariharpara,Hassan,Haveri,

Hosanagara,Hospet,Hosakote,Hosur,Jamkhandi,Kanchipuram,Kannur,Kanniyakumari,

Karunagappally,Kochi,Kollegal,Koppal,Kothamangalam,Kottarakkara,Kottayam,Kovilpatti,

Kozhikode,Krishnagiri,Kumbakonam,Maddur,Madurai,Magadi,Mangaluru,Mannargudi,

Mapusa,Mayiladuthurai,Mettupalayam,Mysuru,Nagapattinam,Nagar,Nagercoil,

Namakkal,Nanjangud,Nelamangala,Ooty,Ottappalam,Palakkad,Pandavapura,Panruti,

Pappireddipatti,Paramathi-Velur,Paravur,Pattukkottai, Periyakulam, Piriyapatna, Puducherry, Puttur, Thrissur, Rajapalayam, Ramanujnagar, Rajanagaram, Ramanathapuram, Rasipuram,Salem,Sankarankoil, Sathyamangalam, Shikaripara, Shimoga,Sindhnur,Sira, Sivakasi,Shrirangapattana, Tambaram, Tenkasi, Thanjavur, Theni,Thiruvaiyaru,Thiruvallur,Thiruvananthapuram, Tiruvannamalai, Thiruvarur, Tiptur, Tiruchengode, Tiruchendur,Tirunelveli,Tirupathur, Tiruppur,Tiruchirapalli,Tumkur, Udumalaipettai,Udupi,Vaikom,Vasco Da Gama,Vellore,Viluppuram,Virudhachalam, Bailhongal,Bannerghatta,Gangavathi,Gangavati, Goa,Hebbal,Kunnamkulam, Marthandam, Palacode,Paravoor,Peenya,Vadalur,Yelahanka