Customer Relationship Officer

Role Overview

The Customer Relationship Officer (CRO) at Ujjivan Small Finance Bank plays a vital role in managing banking relationships with approximately 650 families within the designated geographic location. The position involves offering a comprehensive range of banking services, primarily focusing on acquiring new customers for Group Lending (GL) business and servicing the existing clientele. The CRO is responsible for upselling loans appropriately based on customer needs and repayment capability, onboarding Savings Accounts and deposit products for customers and their networks, and providing accessible, prompt service for GL, Individual Loans (IL), and Family Banking related queries.

Key Responsibilities

• Achieve set targets for Group Loans through open market customer acquisition and repeat loan servicing.
• Convert group loan customers and their family or referrals into Family Banking clients by opening Savings Accounts and ensuring minimum balance maintenance.
• Proactively source term deposits such as Fixed Deposits (FD) and Recurring Deposits (RD) from customers’ family members.
• Offer suitable insurance products to customers and their families to ensure adequate coverage.
• Identify eligible GL customers for Individual loans (secured or unsecured) and assist in processing their applications.
• Provide feedback and insights related to customer needs and products to the Assistant Customer Relationship Manager (ACRM).
• Educate customers and family members comprehensively about the full spectrum of banking products including loans, deposits, and insurance offerings.
• Maintain courteous, professional, and efficient communication with customers, ensuring accurate service delivery.
• Facilitate timely insurance claim settlements and resolve customer queries related to GL, IL, and Family Banking within established timelines.
• Conduct market surveys for potential group formations and organize projection meetings.
• Accurately complete customer profile forms, loan applications, and collect necessary documentation for account openings in line with KYC norms.
• Coordinate the loan disbursement process and ensure mandatory group training sessions are conducted.
• Conduct scheduled center meetings to track repayments, savings/deposit collections, and update all transactions using True-Cell platform.
• Support corporate social responsibility activities and encourage customer participation in financial literacy programs.
• Submit detailed field reports to the ACRM discussing field issues and challenges.
• Adhere strictly to the bank’s processes, guidelines, and circular instructions.
• Maintain updated knowledge of GL, IL, and Family Banking products as well as other branch offerings.
• Complete all mandatory training programs and performance appraisal processes within stipulated deadlines.

Qualifications & Experience

• Graduate degree required.
• 0 to 1 year of experience preferred, especially in field roles such as product sales, banking, or collections.

Skills & Competencies

• Familiarity with unsecured loan products.
• Basic computer proficiency including MS Office and email applications.
• Fluency in local languages with working knowledge of English.
• Strong product selling capabilities.
• Excellent interpersonal and communication skills, both oral and written.
• Willingness to travel and relocate as per business needs and career development.
• Ability to lead teams, manage performance, and deliver training.

Interpersonal & Behavioral Competencies

• Relationship building with customers and team members.
• Adaptability to change and driving process improvements.
• Planning and organizing work effectively.
• Collaboration across internal teams and external customers.

Reporting & Internal Interaction

Reports to Assistant Customer Relationship Manager. Collaborates extensively with Micro Banking team, Branch Operations Team, and Officer-Employee Engagement. External duties include customer house visits.