Customer Relationship Officer_Central Karnataka

• POSITION DESCRIPTION
  
  

JOB TITLE Customer Relationship Officer GRADE M

DEPARTMENT SOUTH MICROBANKING-GL LOCATION #*Current Office Location*#

SUB-DEPARTMENT NA TYPE OF POSITION Full-time

REPORTS TO #*Reporting Designation*# REPORTING INTO NA

ROLE PURPOSE & OBJECTIVE

Join Ujjivan Small Finance Bank's SOUTH MICROBANKING-GL department as a key contributor responsible for fostering and maintaining strong relationships with our microfinance customers. This role demands a proactive professional who can effectively manage customer interactions, resolve queries, and support financial inclusion initiatives by delivering tailored banking solutions. The ideal candidate will play a pivotal role in enhancing customer satisfaction, driving portfolio growth, and ensuring compliance with regulatory standards within the microbanking segment.

SIZE OF THE ROLE

FINANCIAL SIZE NON-FINANCIAL SIZE

Not Applicable Not Applicable

Key Duties And Responsibilities Of The Role

• Develop and maintain long-term relationships with microfinance customers to understand their financial needs and provide appropriate banking solutions.
• Conduct regular customer visits and follow-ups to ensure high levels of customer satisfaction and retention.
• Assist customers in resolving account-related issues, transaction discrepancies, and service requests promptly and efficiently.
• Collaborate with cross-functional teams to facilitate loan disbursements, repayments, and other microbanking services.
• Monitor customer portfolios to identify opportunities for upselling and cross-selling of bank products tailored to microfinance clients.
• Ensure adherence to all regulatory and compliance requirements related to microfinance operations and customer interactions.
• Maintain accurate and up-to-date customer records and documentation in line with bank policies.
• Provide feedback to management on customer trends, challenges, and potential areas for service improvement.
• Support financial literacy initiatives by educating customers on banking products, digital platforms, and responsible borrowing.
• Prepare and submit regular reports on customer engagement metrics and portfolio performance to senior management.
  
  

E Ducational Qualifications

MINIMUM REQUIREMENTS OF KNOWLEDGE AND SKILLS

• Bachelor’s degree in Finance, Business Administration, or a related field; a postgraduate degree is an advantage.
• Minimum of 3-5 years of experience in microfinance or retail banking with a focus on customer relationship management.
  
  

Experience #*Education and Experience*#

Certifications #*Required Certification/s*#

Functional Skills

• Microfinance Customer Engagement
• Portfolio Management
• Loan Processing and Documentation
• Regulatory Compliance in Banking
• Financial Product Knowledge
• Customer Relationship Management (CRM) Software
• Conflict Resolution and Problem Solving
• Communication and Interpersonal Skills
• Data Analysis and Reporting
• Financial Literacy Training
  
  

Behavioural Skills

• Microfinance Customer Engagement
• Portfolio Management
• Loan Processing and Documentation
• Regulatory Compliance in Banking
• Financial Product Knowledge
• Customer Relationship Management (CRM) Software
• Conflict Resolution and Problem Solving
• Communication and Interpersonal Skills
• Data Analysis and Reporting
• Financial Literacy Training
  
  

Competencies Required #*Competencies*#