Customer Relationship Officer - Micro Banking

• Managesbanking relationship with 650 families within the geographic areaof control by offering full range of banking services

• Directlyresponsible to acquire new customers for Group Lending (GL)business and servicing existing customers

• Upsellloans to right customers and family members based on requirementand capacity to repay

• Offerand onboard Savings Accounts and other deposit products tocustomer, their family members and their references

• Deliverprompt customer services; be accessible to customers at all timesfor GL, IL and Family Banking queries

• Generatequality leads for cross-selling for third party products offeredby Ujjivan Small finance Bank

• Providetimely loan for eligible repeat and top-up customers

• Adherenceto the defined set of processes and circulars

• PortfolioManaged- Approx 2.5Cr

• Customershandled- approx 650 customers

• Numberof portfolio products- Group Loan, Individual Loan, CASA, TD andTPP products

KEYDUTIES & RESPONSIBILITIES OF THE ROLE

Business/Financials

• Meetthe set targets on Group Loans (GL) in terms of open marketacquisition and repeat GL loans

• ConvertGL customers, family member and referrals for Family Banking interms of opening Savings Accounts and maintaining minimum balance

• Activelysource term deposits (FD and RD) from Family members of GLcustomers

• Offersuitable Insurance products to customer and family members toprovide adequate insurance coverage

• Identify,process and refer GL customers who can be potentially givenIndividual loans either unsecured /secured

• Sharecustomer insights/product related feedback with the ACRM

Customer

• Ensurecustomers and Family members are educated about entire bouquet ofbanking products (Loans GL, IL, Secured, Deposits &Insurance) offered by Ujjivan

• Interactwith customers in a courteous and professional manner; provideprompt, efficient and accurate services

• Ensuretimely insurance claim settlement for his/her customers

• Resolvecustomer queries/ pertainingto GL, IL & Family Banking within specified timelines

InternalProcess

• Identifyand conduct surveys of new working areas for group formation andconducts projection meeting for GL and Family Banking

• GroupLoans: Fill customer profile forms, Loan Application form withaccuracy and collects supporting documents for account opening instrict adherence to KYC norms followed by a Compulsory GroupTraining (CGTs)

• Individualloans (for certified CROs): Analyze existing customer profile andrepayment capacity, fill customer profile forms, Loan Applicationform with accuracy and collects supporting documents for accountopening in strict adherence to KYC norms

• Coordinatewith customers in the disbursement process

• ConductCenter Meeting as per schedule without fail and ensure timelyrepayments, collection of deposits for savings accounts / fixeddeposit, updates all transactions on True-Cell, an interface totrack monetary transactions

• Opensavings accounts for Customer and their Family members in Ujjivan

• Helpto conduct the CSR activities and motivates customers toparticipate in the Financial Literacy Program

• Givethe detailed field reports to ACRM and discuss field relatedissues

• Adherenceto the defined set of processes and circulars

Learning& Innovation

• Maintainup to date knowledge of GL, IL and Family Banking products andservices as well as a working knowledge of other products offeredin the branch

• Ensureadherence to training man-days/ mandatory training programs forself

• Ensuregoal setting, mid-year review and performance appraisal processesare completed within specified timelines

Qualifications

• Graduate

Experience

• 0-1year experience for Graduates

• FieldExperience preferably in product sales, banking or collection

FunctionalSkills

• Knowledgeon unsecured products

• BasicComputer knowledge (MS Office, Outlook) / Ease of technologyusage

• Isfluent in the local languages and has a working knowledge ofEnglish

BehavioralSkills

• Productselling skills

• Willingnessto travel & relocation as per business requirements andcareer opportunities

• Interpersonalskills

• Abilityto interface (orally and in writing) with all levels ofassociates and customers

• Abilityto manage teams and drive performance

• Trainingskills

Competencies Required

• BuildingRelationship

• DrivingChange

• Planning& Organizing

• Collaboration

KEYINTERACTIONS

MicroBanking team

Housevisits to loan customers

BranchOperations Team

Officer-EmployeeEngagement