Assistant Customer Relationship Manager

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Assistant Customer Relationship Manager

Multiple locations

Department

WEST MICROBANKING-GL

Job posted on

Sep 20, 2025

Employment type

Permanent

• 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 BOO’s responsibility in their absence
  
• Adherence to defined set of processes and circulars
  
• Timely disbursement of sanctioned loans
  
• SIZE OF THE ROLE
  

FINANCIAL SIZE

NON-FINANCIAL SIZE* Portfolio Managed- approx. 10 Cr

• 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
  
• KEY DUTIES & 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

• 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
  

Learning & Innovation* 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
  
• MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS
  

Educational

Qualifications* Graduate in Commerce/Business/Economics or related subjects with good analytical and sales skills to be considered.

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

Certifications* NA

Functional Skills* Knowledge on unsecured products

• Basic Computer knowledge (MS Office, Outlook) / Ease of technology usage
  
• Basic knowledge of accounting and finance administration desirable
  
• Is fluent in the local languages and has a working knowledge of English
  
• Knowledge of KYC/AML norms and other guidelines for liabilities
  

Behavioral Skills* Multiple product selling skills

• Willingness to travel & relocation as per business requirements and career opportunities
  
• Interpersonal skills
  
• Ability to interface (orally and in writing) with all levels of associates and customers
  
• Ability to manage teams and drive performance
  
• Training skills
  

Competencies Required* Building Relationship

• Driving Change
  
• Planning & Organizing
  
• Collaboration