Relationship Manager Home Loan

Role Overview

AU Small Finance Bank Limited is hiring a Relationship Manager for the Home Loan vertical based in Delhi Cantonment, Delhi. This role focuses on managing delinquent accounts, handling bucket-based collections, and supporting business growth through sourcing, customer relationships, and disciplined portfolio management.

What You Will Do

• Align daily work with the bank’s business approach, product positioning, and pricing framework.
• Spot potential opportunities in the assigned market and build qualified business leads from channels such as OEM exchange outlets, used vehicle dealers, commercial associates, and referrals.
• Meet monthly, quarterly, and annual targets on volume and value.
• Review customer profiles, verify documents, and prepare proposals for credit approval.
• Manage empanelment and ongoing servicing of sourcing partners to ensure a consistent business pipeline.
• Convert new and existing customers into incremental business and maintain strong relationships with all sourcing channels.
• Collect post-disbursement documents on time and keep track of deferrals to reduce operational risk.
• Handle collections for the first six months from self-sourced customers to support healthy portfolio performance.
• Carry out asset verification and closely monitor early default and non-starter cases.
• Deliver timely customer service that encourages repeat business and referrals.
• Maintain records in CRM or other reporting tools and keep all customer and lead data accurate.

Additional Responsibilities

• Implement the bank’s product and pricing strategy in day-to-day work.
• Build productive relationships with dealers, commercial associates, and referral partners.
• Respond quickly and professionally to customer service needs.
• Represent the brand professionally in the market and uphold the bank’s values.
• Ensure all customer handling and documentation comply with internal policies and regulatory requirements.
• Escalate onboarding issues, documentation gaps, and operational risks to the right teams.
• Support internal audits, compliance checks, and asset verification when required.
• Share market insights and feedback to help refine products, pricing, and sourcing strategy.
• Promote ethical sales practices and contribute to a positive team environment.
• Maintain complete and accurate CRM records for interactions, leads, and closures.

Experience and Work Profile

Experience in BFSI is preferred, with a background at Executive/Officer level and 0 to 3 years of relevant work experience.

Working Conditions

The role is largely field-based, with approximately 90% field work and 10% office work. Travel requirements are high. Flexible working hours may be needed depending on business demands.

Compliance and Conduct

The position requires adherence to the bank’s Code of Conduct, confidentiality obligations, and proper handling of bank property such as ID cards, SIMs, marketing material, digital devices, and receipt books. The role also includes sharing timely customer feedback with sourcing channels and submitting the Daily Call Report by the end of each day.

Vehicle and Other Requirements

A valid two-wheeler driving license, personal two-wheeler, own smartphone, proven employment history, positive reference check, and clear civil report are required.

Other Details

This is a permanent role. Work permit details were not specified. Reporting designation and department were not specified. Educational category, field specialization, degree, academic score, and institution tier were not specified. Certification and training requirements were not specified. The role includes handling delinquent accounts and bucket collections as part of the overall job scope.

Performance Measures

Key performance indicators include business volume, lead conversion rate, channel productivity, customer acquisition cost, portfolio quality, collection efficiency, asset verification accuracy, documentation compliance, customer satisfaction score, channel engagement score, CRM compliance, and referral/repeat business rate.