Customer Relationship Officer_NK Cluster

Job Title

Grade

Department

Location

Type of Position

Reports To

Reporting Into

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.

Size of the Role

• Portfolio Managed-

• Customers handled-
• Number of portfolio products- Group Loan, Individual Loan, CASA, TD and TPP products

Key Duties and 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

Location - Dharwad,Haveri,Gadag,Hospet,Sindhnur,Thrissur,Gangavathi,Gangavati,Bijapur,Ballari,Kalburagi,Bagalkot,Koppal,Bengaluru,Vijayapura