Assistant Customer Relationship Manager

Job Title

Assistant Customer Relationship Manager

Grade

DM-II

Department

Rural Banking

Location

Branch Name

Type of Position

Full-time

Reports To

Branch Manager

Reporting Into

NA

Role Purpose / Objective

• Actively support acquisition of customers for Group Loans
• Support conversion of existing borrowing customers for liabilities.
• To facilitate undertaking of initiatives to retain and deepen relationship with existing customer for unsecured loans and for liabilities
• Responsible to maintain process quality ensures adherence to audit and compliance standards
• Responsible to maintain Branch Documents
• Responsible for Cross Selling
• Responsible for overall business in absence of BM/CRM
• To handle Cashier and BOOs responsibility in their absence
• Adherence to defined set of processes and circulars
• Timely disbursement of sanctioned loans

Size of the Role

• FINANCIAL SIZE: Portfolio Managed- approx. 10 Cr
• NON-FINANCIAL SIZE: Volume of recruitment- 5-15 Staff - changes as per branch CRO budget
• NON-FINANCIAL SIZE: No. of products served- Group Loan, Individual Loan, CASA, TD and TPP products
• NON-FINANCIAL SIZE: Credit files for query resolution- approx. files per month

Key Duties and Responsibilities of the Role Business / Financials

• Responsible to support the sales plans for the branch for MB unsecured and secured loans
• To assist setting weekly/monthly targets for the team, reviews the set targets on a regular basis
• Responsible to support acquisition of new GL customers; conversion of customers from unsecured to secured loans (Where Applicable)
• Guide the CROs to enable conversion of existing borrowing customers for liabilities
• Support the marketing initiatives designed by products marketing department
• Assess the market potential and give feedback on product modification and new product development to the regional product teams
• Share insights on competitor products to the regional product/marketing teams.
• Responsible for the overall Branch Liabilities Target and cross selling targets

Customer

• Ensure customers and CROs are educated about the unsecured loans and liabilities products offered by Ujjivan.
• Resolve customer queries/grievances (pertaining to GL, unsecured IL, liabilities) escalated from the CROs within specified time frame

Internal Process

• Oversee and facilitate collection of documents for account opening in strict adherence to KYC norms