Customer Relationship Officer - Micro Banking

Position Overview

This role is for a Customer Relationship Officer in the Micro Banking department at branch level. The position is full-time and reports to the Assistant Customer Relationship Manager. The grade range for this role is O/AM-I/AM-II.

Role Objective

The job is centered on managing banking relationships across a defined local area, serving around 650 families with a complete range of banking solutions. The officer is expected to bring in new Group Lending customers, support existing ones, and recommend suitable loans and deposit products based on customer needs and repayment ability.

In addition, the role includes onboarding savings accounts and other deposit products for customers, their family members, and references, responding quickly to customer queries, creating qualified leads for third-party cross-sell opportunities, and ensuring that repeat and top-up loan customers receive support without delay. The role also requires strict compliance with internal processes and circulars.

Key Responsibilities

• Achieve assigned targets for Group Loan business through both open-market sourcing and repeat lending.
• Convert customers, their family members, and referrals into Family Banking customers by opening savings accounts and maintaining minimum balance requirements.
• Source fixed deposits and recurring deposits from the family members of Group Loan customers.
• Recommend appropriate insurance solutions to customers and family members to help ensure adequate coverage.
• Identify Group Loan customers who may be suitable for Individual Loans, whether unsecured or secured, and route them accordingly.
• Share customer feedback and product-related insights with the Assistant Customer Relationship Manager.
• Educate customers and family members about the full range of products, including Group Loans, Individual Loans, secured lending, deposits, and insurance.
• Handle customers in a courteous, professional, and responsive manner while delivering accurate service.
• Support timely settlement of insurance claims for assigned customers.
• Resolve queries related to Group Loans, Individual Loans, and Family Banking within the expected timelines.
• Survey new work areas to identify potential group formation opportunities and conduct projection meetings for Group Loan and Family Banking business.
• Complete customer profile forms and loan applications accurately, collect required documents, and follow KYC norms after Compulsory Group Training.
• For certified CROs, assess existing customer profiles and repayment ability for individual lending opportunities and complete documentation in line with KYC requirements.
• Coordinate with customers during the disbursement process.
• Conduct center meetings as scheduled, ensure repayment discipline, collect savings and fixed deposit amounts, and update transactions on True-Cell.
• Open savings accounts for customers and their family members.
• Support CSR activities and encourage customer participation in financial literacy programs.
• Prepare and share detailed field reports with the ACRM and discuss field-level issues.
• Stay updated on products and services across Group Lending, Individual Lending, and Family Banking, along with other branch offerings.
• Complete mandatory training requirements and comply with goal setting, mid-year review, and performance appraisal timelines.

Requirements

• Must be a graduate.
• 0 to 1 year of experience is expected for graduates.
• Field experience in product sales, banking, or collections is preferred.
• Should understand unsecured products.
• Basic computer skills are needed, including MS Office and Outlook, along with comfort using technology.
• Must be fluent in the local language and have working knowledge of English.
• Should have strong product selling ability.
• Must be willing to travel and relocate based on business needs and career opportunities.
• Interpersonal strength is important.
• Ability to communicate orally and in writing with customers and colleagues at all levels is required.
• Should be capable of managing teams and driving performance.
• Training and coaching ability is expected.
• Core competencies include relationship building, change management, planning and organizing, and collaboration.

Additional Information

Department: Micro Banking

Location: Branch

Sub-department: Not specified

Type of position: Full-time

Reporting line: Assistant Customer Relationship Manager

Internal reporting into: NA

Portfolio scope: Group Loan, Individual Loan, CASA, TD, and TPP products

Key interactions: Micro Banking team, Branch Operations Team, Officer-Employee Engagement, and house visits to loan customers

Prepared by: Micro Banking Team

Prepared on: 23-01-2025

Reviewed by: Abhishek Kumar

Reviewed on: 23-01-2025

Last updated by: TM Team

Last updated on: 31-01-2025

Terms and Conditions

The role requires adherence to defined processes, circulars, KYC norms, mandatory training programs, and company timelines for performance management activities.