Assistant Customer Relationship Manager

ROLE PURPOSE & OBJECTIVE

• Activelysupport acquisition of customers for Group Loans
• Supportconversion of existing borrowing customers for liabilities.
• Tofacilitate undertaking of initiatives to retain and deepenrelationship with existing customer for unsecured loans and forliabilities
• Responsibleto maintain process quality & ensures adherence to audit andcompliance standards
• Responsibleto maintain Branch Documents
• Responsiblefor Cross Selling
• Responsiblefor overall business in absence of BM/CRM
• Tohandle Cashier and BOOs responsibility in their absence
• Adherenceto defined set of processes and circulars
• Timelydisbursement of sanctioned loans

KEYDUTIES & RESPONSIBILITIES OF THE ROLE

Business/Financials

• Responsibleto support the sales plans for the branch for MB unsecured andsecured loans
• Toassist setting weekly/monthly targets for the team, reviews theset targets on a regular basis
• Responsibleto support acquisition of new GL customers; conversion ofcustomers from unsecured to secured loans (Where Applicable)
• Guidethe CROs to enable conversion of existing borrowing customers forliabilities
• Supportthe marketing initiatives designed by products & marketingdepartment
• Assessthe market potential and give feedback on product modificationand new product development to the regional product teams
• Shareinsights on competitor products to the regional product/marketingteams.
• Responsiblefor the overall Branch Liabilities Target and cross sellingtargets

Customer

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

InternalProcess

• Overseeand facilitate collection of documents for account opening instrict adherence to KYC norms
• Keepabreast of the changes in policies and guidelines by RBI, ensureshis/her team is educated on the changes to ensure strictadherence
• Responsiblefor correct storage of client information and any otherdocumentation inclusive internal reports, memos etc.
• Overseefollow-ups with overdue customers to collect the payments
• Conductcustomer house visits, cross verify the documents and details inthe Customer Profile forms (CPF) and Loan Application forms(LAF), conduct Group Recognition Training (GRTs)
• Performvisits to the Center meetings to check whether they are as perthe defined process
• EnsureCROs deposits Centre meeting cash at the nearest or collocatedBCs
• Ensuresthat 100% loan utilization check is conducted by the CRO within 7days from the day of disbursement.
• DailyMonitoring of form pendency and Till balance
• Tomaintain smoothly operation of Branch activities in coordinationwith Cashier & CCR Desk
• Responsiblefor timely BOD, COB and EOD Process
• Shouldbe compatible with Financial Software application Like Br.net,Finacle etc.
• Providingpotential leads to other secured and unsecured verticals

Learning& Innovation

• Coachthe branch staff on unsecured loans products to support achievingtargets and support them in conversion of existing customers fordeposit products
• Resolvequeries and escalations from the team in a well-defined timeframe
• Ensureadherence to training man-days/ mandatory training programs forself and reportees
• Ensuregoal-setting, midyear -review and annual appraisal processhappens within specified timelines for self and reportees
• Monitortimely completion of mandatory courses of the staff
• Monitortimely completion of mandatory annual leave of the staff

1. MINIMUMREQUIREMENTS OF KNOWLEDGE & SKILLS

Educational

Qualifications

• Graduatein Commerce/Business/Economics or related subjects with goodanalytical and sales skills to be considered.

Experience

• 2-4years of experience in MFI sales & team handling experience

Functional Skills

• Knowledgeon unsecured products
• BasicComputer knowledge (MS Office, Outlook) / Ease of technologyusage
• Basicknowledge of accounting and finance administration desirable
• Isfluent in the local languages and has a working knowledge ofEnglish
• Knowledgeof KYC/AML norms and other guidelines for liabilities

Behavioral Skills

• Multipleproduct selling skills
• Willingnessto travel & relocation as per business requirements andcareer opportunities
• Interpersonalskills
• Abilityto interface (orally and in writing) with all levels ofassociates and customers
• Abilityto manage teams and drive performance
• Trainingskills

Competencies Required

• Building Relationship
• Driving Change
• Planning& Organizing
• Collaboration

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