Relationship Manager

A. Customer Acquisition & Business Development

• Identify and acquire prospective customers for Individual Loan products through field visits, references, local market activities and other sourcing channels.
• Achieve assigned monthly/quarterly disbursement and customer acquisition targets.
• Develop and maintain relationships with existing and prospective customers.
• Generate leads through local market mapping and customer referrals.
• Conduct customer meetings and explain loan products, eligibility criteria, pricing, repayment schedules and applicable terms.

B. Customer Assessment & Documentation

• Conduct customer visits and preliminary assessment of customer profile, business/employment, income, expenses and repayment capacity.
• Collect and verify KYC, income, residence, business and other required documents.
• Ensure completeness and accuracy of loan applications before submission for further processing.
• Coordinate with the Credit Team for customer verification and credit assessment.
• Ensure adherence to the Company's underwriting and documentation requirements.

C. Loan Processing & Disbursement

• Coordinate with Credit, Operations and Branch teams for timely processing of eligible loan applications.
• Track applications from sourcing to sanction and disbursement.
• Ensure that all pre-disbursement conditions and documentation requirements are completed.
• Explain repayment terms, EMI schedule and other relevant loan conditions to customers before disbursement.
• Ensure proper customer onboarding and adherence to KYC and regulatory requirements.

D. Portfolio Management & Collections

• Monitor the repayment behaviour of assigned customers.
• Ensure timely collection of EMIs as per the repayment schedule.
• Follow up with customers for overdue payments and minimize delinquency.
• Identify early warning signals and escalate potential repayment issues to the Branch Manager/Credit Team.
• Maintain portfolio quality within the Company's prescribed parameters.
• Conduct regular customer visits for relationship management and repayment follow-up.

E. Customer Relationship Management

• Maintain regular contact with customers throughout the loan lifecycle.
• Resolve customer queries and coordinate with relevant departments for timely resolution of service issues.
• Develop long-term relationships with customers to improve retention and generate repeat business.
• Educate customers about responsible borrowing and timely repayment.

F. Compliance & Risk Management

• Strictly comply with Company policies, SOPs, credit guidelines and applicable regulatory requirements.
• Ensure there is no misrepresentation or manipulation of customer information.
• Report suspicious transactions, fraud indicators or policy deviations immediately to the appropriate authority.
• Ensure proper handling and confidentiality of customer information and documents.
• Maintain ethical sales and collection practices.

G. MIS & Reporting

• Maintain accurate records of leads, applications, sanctions, disbursements, collections and overdue accounts.
• Submit daily/weekly/monthly business and portfolio reports as required.
• Update customer and loan information in the Company's system within prescribed timelines.
• Provide regular updates on business pipeline, collection status and portfolio performance to the reporting manager.

4. Key Performance Indicators (KPIs)

• Monthly Loan Disbursement / Business Achievement
• New Customer Acquisition
• Number of Quality Applications Sourced
• Conversion Ratio
• Portfolio Outstanding
• Collection Efficiency
• PAR / Delinquency
• Overdue Recovery
• Customer Retention / Repeat Business
• Documentation & Process Compliance
• Customer Grievance Resolution
• TAT for Loan Processing
• Productivity / Field Visits