Customer Relationship Officer
Location
North West Delhi, Delhi, India
Work type
Field
Employment
Full Time
Experience
0-1 years
Compensation
Compensation not disclosed
Posted
2h ago
Summary and responsibilities
Role overview
Summary
Manages banking relationships for families within a geographic area, focusing on acquiring new customers for Group Lending (GL) business and servicing existing ones. The role involves upselling various banking products, ensuring prompt customer service, and adhering to defined processes and targets.
Role Purpose & Objective
The role is responsible for managing banking relationships with approximately 650 families within the assigned geographic area by providing a comprehensive range of banking services. The position will acquire new customers for Group Lending (GL), service existing customers, and recommend suitable loan products based on customer needs and repayment capacity. The role will also onboard Savings Accounts and other deposit products for customers, family members, and referrals; provide prompt customer service for GL, Individual Lending (IL), and Family Banking queries; generate quality leads for cross-selling Ujjivan Small Finance Bank’s third-party products; facilitate timely loans for eligible repeat and top-up customers; and ensure adherence to defined processes, policies, and circulars.
Key Responsibilities
Business & Financials: Achieve targets for open-market acquisition and repeat Group Loans; convert GL customers, family members, and referrals into Family Banking customers through Savings Account acquisition and minimum-balance maintenance; source Fixed Deposits (FD) and Recurring Deposits (RD); identify suitable insurance products for customers and family members; identify, process, and refer eligible GL customers for unsecured or secured Individual Loans; and provide customer and product insights to the ACRM.
Customer Service: Educate customers and their family members about the complete range of banking products, including Group Loans, Individual Loans, secured lending, deposits, and insurance. Maintain courteous, professional, accurate, and timely service; support timely insurance claim settlement; and resolve GL, IL, and Family Banking queries within defined timelines.
Internal Processes: Identify and survey new working areas for group formation and conduct projection meetings for GL and Family Banking. Complete customer profiles, loan applications, KYC documentation, and supporting documents accurately and in accordance with requirements, including Compulsory Group Training (CGT) for Group Loans. For certified CROs, assess existing customer profiles and repayment capacity for Individual Loans. Coordinate loan disbursements, conduct scheduled center meetings, support timely repayments and deposit collections, and update transactions through True-Cell. Open Savings Accounts for customers and family members, support CSR and Financial Literacy initiatives, submit detailed field reports to the ACRM, discuss field-related issues, and maintain strict adherence to processes and circulars.
Learning & Development: Maintain current knowledge of GL, IL, Family Banking, and other branch products and services. Complete mandatory training requirements, meet training man-days, and ensure timely completion of goal setting, mid-year reviews, and performance appraisal processes.
Minimum Requirements
Education: Graduate.
Experience: 0–1 year of experience for graduates. Field experience in product sales, banking, collections, or a related area is preferred.
Functional Skills: Basic knowledge of unsecured lending products; proficiency in basic computer applications, including MS Office and Outlook; ease with technology; fluency in local languages; and working knowledge of English.
Behavioral Skills: Strong product-selling and interpersonal skills, willingness to travel or relocate based on business requirements and career opportunities, effective oral and written communication, ability to manage teams and drive performance, and training and coaching skills.
Key Competencies: Relationship Building, Driving Change, Planning & Organizing, and Collaboration.
Updated 2h ago
Candidate fit
Skills and qualifications
Additional skills
Experience
0-1 years
How this role is positioned
Role classification
Job domains
Industries
Employment
Full Time
Contract duration
Permanent
Hiring type
Direct
Global hiring
Location specific
Offer details
Compensation and benefits
Compensation
Compensation not disclosed
Location, schedule, and role shape
Work setup
Work conditions
Bandwidth profile
Context on the employer
Company snapshot
Company
Ujjivan Small finance Bank
Team size
Growing team
Location
North West Delhi, Delhi, India
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Customer Relationship Officer
North West Delhi, Delhi, India • Full Time