- 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

- 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 recent 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
- 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.
- SIZE OF THE ROLE

FINANCIAL SIZE

NON-FINANCIAL SIZE

Portfolio Managed- Customers handled- Number of portfolio products- Group Loan, Individual Loan, CASA, TD and TPP products 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
- 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
- KEY INTERACTIONS

INTERNAL

EXTERNAL

Micro Banking team

House visits to loan customers

Branch Operations Team

Officer-Employee Engagement

PREPARED BY: Micro Banking Team

DATE: 23-01-2025

REVIEWED BY: Abhishek Kumar

DATE:23-01-2025

LAST UPDATED BY: TM Team

DATE: 31-01-2025

📌 Customer Relationship Officer (Panvel)
🏢 Ujjivan Small Finance Bank
📍 Panvel