Assistant Customer Relationship Manager

Assistant Customer Relationship Manager - MB - South 2

Multiple locations

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  ROLE PURPOSE & OBJECTIVE

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  Portfolio Managed- approx. 10 Cr

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  Volume of recruitment- 5-15 Staff - changes as per branch CRO budget
• No. of products served- Group Loan, Individual Loan, CASA, TD and TPP products
• Credit files for query resolution- approx. 200-500 files per month

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  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

• 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

• Oversee and facilitate collection of documents for account opening in strict adherence to KYC norms
• Keep abreast of the changes in policies and guidelines by RBI, ensures his/her team is educated on the changes to ensure strict adherence
• Responsible for correct storage of client information and any other documentation inclusive internal reports, memos etc.
• Oversee follow-ups with overdue customers to collect the payments
• Conduct customer house visits, cross verify the documents and details in the Customer Profile forms (CPF) and Loan Application forms (LAF), conduct Group Recognition Training (GRTs)
• Perform visits to the Center meetings to check whether they are as per the defined process
• Ensure CROs deposits Centre meeting cash at the nearest or collocated BCs
• Ensures that 100% loan utilization check is conducted by the CRO within 7 days from the day of disbursement.
• Daily Monitoring of form pendency and ‘Till balance’
• To maintain smoothly operation of Branch activities in coordination with Cashier & CCR Desk
• Responsible for timely BOD, COB and EOD Process
• Should be compatible with Financial Software application Like Br.net, Finacle etc.
• Providing potential leads to other secured and unsecured verticals

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  Coach the branch staff on unsecured loans products to support achieving targets and support them in conversion of existing customers for deposit products
• Resolve queries and escalations from the team in a well-defined timeframe
• Ensure adherence to training man-days/ mandatory training programs for self and reportees

• Ensure goal-setting, midyear -review and annual appraisal process happens within specified timelines for self and reportees

• Monitor timely completion of mandatory courses of the staff

• Monitor timely completion of mandatory annual leave of the staff

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  MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS