Relationship Manager Home Loan

About the Role

AU Small Finance Bank Limited is seeking a Relationship Manager focused on Home Loans, positioned in the Greater Bhopal Area. This role primarily involves managing delinquent accounts and overseeing collection buckets aligned with business lines.

Key Responsibilities

• Understand and embrace the company’s core business approach, methodology, and product pricing.
• Identify and evaluate new business possibilities within the assigned market segment.
• Generate qualified business leads via sources such as OEM exchange outlets, used vehicle dealers, commercial associates, and referrals.
• Meet or exceed monthly, quarterly, and annual volume and value goals based on performance metrics.
• Assess client profiles, collect and verify documents, and prepare proposals for credit approval.
• Ensure sourcing channels are empaneled and regularly serviced for consistent business flow.
• Convert prospects and existing clients to drive additional sales.
• Maintain strong relationships with all sourcing channels for sustained business generation.
• Collect post-disbursement documents timely and monitor deferral risks to reduce operational exposure.
• Manage collections from self-sourced customers during the first six months to ensure portfolio health.
• Conduct asset verification and monitor early defaults or non-starter cases for prompt action.
• Consistently achieve individual business targets on a monthly basis.
• Offer prompt, efficient customer service to build lasting relationships and encourage repeat and referral business.

Additional Duties

• Implement the company’s product and pricing strategy in daily function.
• Foster and sustain positive partnerships with dealers, associates, and referral agents.
• Provide timely and professional customer service responses, ensuring high satisfaction.
• Represent the company professionally and uphold its brand values in the marketplace.
• Ensure all client interactions and documentation comply with internal and regulatory standards.
• Identify and report onboarding discrepancies, documentation shortfalls, or operational risks.
• Support audits, compliance checks, and asset verification processes as needed.
• Gather and relay market intelligence to refine products, pricing, and sourcing strategies.
• Promote ethical sales conduct and contribute positively to team culture.
• Maintain accurate records of leads, interactions, and closures using company CRM systems.

Qualifications and Experience

• Experience: 0 to 3 years in BFSI sector, preferably in executive or officer level roles.

Key Performance Indicators

• Business volume achievement
• Lead conversion rate
• Channel productivity and engagement
• Customer acquisition cost management
• Portfolio quality and collection efficiency
• Accuracy in asset verification
• Compliance with documentation protocols
• Customer satisfaction indices
• CRM usage and referral/repeat business rates

Essential Competencies

• Ownership and accountability for results
• Customer-focused mindset and actions
• Adeptness with digital business applications
• Detail-oriented with strong work ethic
• Willingness to learn and grow professionally
• Positive attitude, high ethics and integrity
• Bias towards action and urgency

Technical Knowledge and Skills

• Product and domain expertise
• Familiarity with digital tools and applications
• Understanding of local geography and target market
• Ability to collect and record detailed data
• Professional communication skills in regional languages, both verbal and written
• Client relationship management with respect and empathy
• Business negotiation and conflict resolution skills

Additional Requirements

• Physical fitness and mental agility to handle extensive fieldwork and client demands
• Capability to work under pressure
• Valid driving license for two-wheelers and personal two-wheeler vehicle ownership
• Possession of a smartphone for work use
• Positive references and clear background verification

Working Conditions

• Approximately 90% fieldwork and 10% office-based activities
• Extensive travel required with two-wheeler transport
• Flexibility in work hours depending on business needs

Policies and Compliance

• Strict adherence to the Bank’s Code of Conduct
• Confidentiality regarding bank and client information
• Responsible usage and management of bank assets such as ID cards, SIM cards, marketing materials, digital devices, and receipt books
• Timely customer feedback sharing with sourcing channels
• Daily submission of call reports by day-end