Customer Relationship Officer - Micro Banking - Bangalore & Mysore Cluster

1. 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

2. 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.

3. 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

4. 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

5. 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

6. KEY INTERACTIONS

INTERNAL

EXTERNAL

Micro Banking team

About Company

Ujjivan SFB provides banking services to the unbanked and underbanked population in India. It offers savings, loans, insurance, and digital banking tailored for low-income segments. The bank promotes financial inclusion through a wide network of branches.

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