Assistant Customer Relationship Manager - Bangalore

1. POSITION DESCRIPTION

JOB TITLE

Assistant Customer Relationship Manager

GRADE

DM-II

DEPARTMENT

Micro Banking

LOCATION

Branch Name

SUB-DEPARTMENT

TYPE OF POSITION

Full-time

REPORTS TO

Branch Manager/CRM

REPORTING INTO

NA

2. ROLE PURPOSE & OBJECTIVE

• Actively support acquisition of customers for Group Loans

• Support conversion of existing borrowing customers for liabilities.

• To facilitate undertaking of initiatives to retain and deepen relationship with existing customer for unsecured loans and for liabilities

• Responsible to maintain process quality & ensures adherence to audit and compliance standards

• Responsible to maintain Branch Documents

• Responsible for Cross Selling

• Responsible for overall business in absence of BM/CRM

• To handle Cashier and BOO’s responsibility in their absence

• Adherence to defined set of processes and circulars

• Timely disbursement of sanctioned loans

3. SIZE OF THE ROLE

FINANCIAL SIZE

NON-FINANCIAL SIZE

• Portfolio Managed- approx. 10 Cr

• Volume of recruitment- 5-15 Staff - changes as per branch CRO budget

• No. of products served- Group Loan, Individual Loan, CASA, TD and TPP products

• Credit files for query resolution- approx. 200-500 files per month

4. KEY DUTIES & RESPONSIBILITIES OF THE ROLE

Business/ Financials

• Responsible to support the sales plans for the branch for MB unsecured and secured loans

• To assist setting weekly/monthly targets for the team, reviews the set targets on a regular basis

• Responsible to support acquisition of new GL customers; conversion of customers from unsecured to secured loans (Where Applicable)

• Guide the CROs to enable conversion of existing borrowing customers for liabilities

• Support the marketing initiatives designed by products & marketing department

• Assess the market potential and give feedback on product modification and new product development to the regional product teams

• Share insights on competitor products to the regional product/marketing teams.

• Responsible for the overall Branch Liabilities Target and cross selling targets

Customer

• Ensure customers and CROs are educated about the unsecured loans and liabilities products offered by Ujjivan.

• Resolve customer queries/grievances (pertaining to GL, unsecured IL, liabilities) escalated from the CROs within specified time frame

Internal Process

• Oversee and facilitate collection of documents for account opening in strict adherence to KYC norms

• Keep abreast of the changes in policies and guidelines by RBI, ensures his/her team is educated on the changes to ensure strict adherence

• Responsible for correct storage of client information and any other documentation inclusive internal reports, memos etc.

• Oversee follow-ups with overdue customers to collect the payments

• Conduct customer house visits, cross verify the documents and details in the Customer Profile forms (CPF) and Loan Application forms (LAF), conduct Group Recognition Training (GRTs)

• Perform visits to the Center meetings to check whether they are as per the defined process

• Ensure CROs deposits Centre meeting cash at the nearest or collocated BCs

• Ensures that 100% loan utilization check is conducted by the CRO within 7 days from the day of disbursement.

• Daily Monitoring of form pendency and ‘Till balance’

• To maintain smoothly operation of Branch activities in coordination with Cashier & CCR Desk

• Responsible for timely BOD, COB and EOD Process

• Should be compatible with Financial Software application Like Br.net, Finacle etc.

• Providing potential leads to other secured and unsecured verticals

Learning & Innovation

• Coach the branch staff on unsecured loans products to support achieving targets and support them in conversion of existing customers for deposit products

• Resolve queries and escalations from the team in a well-defined timeframe

• Ensure adherence to training man-days/ mandatory training programs for self and reportees

• Ensure goal-setting, midyear -review and annual appraisal process happens within specified timelines for self and reportees

• Monitor timely completion of mandatory courses of the staff

• Monitor timely completion of mandatory annual leave of the staff

5. MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS

Educational

Qualifications

• Graduate in Commerce/Business/Economics or related subjects with good analytical and sales skills to be considered.

Experience

• 2-4 years of experience in MFI sales & team handling experience

Certifications

• NA

Functional Skills

• Knowledge on unsecured products

• Basic Computer knowledge (MS Office, Outlook) / Ease of technology usage

• Basic knowledge of accounting and finance administration desirable

• Is fluent in the local languages and has a working knowledge of English

• Knowledge of KYC/AML norms and other guidelines for liabilities

Behavioral Skills

• Multiple 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