- POSITION DESCRIPTION

JOB TITLE Customer Relationship Officer GRADE M DEPARTMENT SOUTH MICROBANKING-GL LOCATION #Current Office Location#

SUB-DEPARTMENT NA TYPE OF POSITION Full-time

REPORTS TO #Reporting Designation# REPORTING INTO NA

ROLE PURPOSE & OBJECTIVE

Join Ujjivan Small Finance Bank's SOUTH MICROBANKING-GL department as a key contributor responsible for fostering and maintaining strong relationships with our microfinance customers. This role demands a proactive qualified who can effectively manage customer interactions, resolve queries, and support financial inclusion initiatives by delivering tailored banking solutions. The ideal candidate will play a pivotal role in enhancing customer satisfaction, driving portfolio growth, and ensuring compliance with regulatory standards within the microbanking segment.

SIZE OF THE ROLE

FINANCIAL SIZE NON-FINANCIAL SIZE

Not Applicable Not Applicable

Key Duties And Responsibilities Of The Role

- Develop and maintain long-term relationships with microfinance customers to understand their financial needs and provide appropriate banking solutions.
- Conduct regular customer visits and follow-ups to ensure high levels of customer satisfaction and retention.
- Assist customers in resolving account-related issues, transaction discrepancies, and service requests promptly and efficiently.
- Collaborate with cross-functional teams to facilitate loan disbursements, repayments, and other microbanking services.
- Monitor customer portfolios to identify opportunities for upselling and cross-selling of bank products tailored to microfinance clients.




- Ensure adherence to all regulatory and compliance requirements related to microfinance operations and customer interactions.
- Maintain accurate and up-to-date customer records and documentation in line with bank policies.
- Provide feedback to management on customer trends, challenges, and potential areas for service improvement.
- Support financial literacy initiatives by educating customers on banking products, digital platforms, and responsible borrowing.
- Prepare and submit regular reports on customer engagement metrics and portfolio performance to senior management.

E Ducational Qualifications MINIMUM REQUIREMENTS OF KNOWLEDGE AND SKILLS

- Bachelor’s degree in Finance, Business Administration, or a related field; a postgraduate degree is an advantage.
- Minimum of 3-5 years of experience in microfinance or retail banking with a focus on customer relationship management.

Experience #Education and Experience# Certifications #Required Certification/s#

Functional Skills

- Microfinance Customer Engagement
- Portfolio Management
- Loan Processing and Documentation
- Regulatory Compliance in Banking
- Financial Product Knowledge
- Customer Relationship Management (CRM) Software
- Conflict Resolution and Problem Solving
- Communication and Interpersonal Skills
- Data Analysis and Reporting
- Financial Literacy Training

Behavioural Skills
- Microfinance Customer Engagement
- Portfolio Management
- Loan Processing and Documentation
- Regulatory Compliance in Banking
- Financial Product Knowledge
- Customer Relationship Management (CRM) Software
- Conflict Resolution and Problem Solving
- Communication and Interpersonal Skills
- Data Analysis and Reporting
- Financial Literacy Training

Competencies Required #Competencies#

📌 Customer Relationship Officer_Central Karnataka (Athradi)
🏢 Ujjivan Small Finance Bank
📍 Athradi