Assistant Customer Relationship Manager

Assistant Customer Relationship Manager

SOUTH BUSINESS

Multiple locations

• Business Financials:
  Responsible to support the sales plans for the branch for unsecured loans, Group Loans, Unsecured IL, KSL, AGL.
• Assist in setting weekly/monthly targets for the team and review them on a regular basis.
• Support acquisition of new GL customers and conversion of customers from unsecured to secured loans where applicable.
• Guide CROs to enable conversion of existing borrowing customers for liabilities.
• Support marketing initiatives designed by the products marketing department.
• Assess market potential and give feedback on product modification and new product development to the regional product teams.
• Share insights on competitor products with the regional product marketing teams.
• Responsible for the overall branch liabilities target and the overall branch cross‑sell target customer.
• Ensure customers and CROs are educated about unsecured loans and liabilities products offered by Ujjivan.
• Resolve customer queries and grievances pertaining to GL unsecured IL liabilities escalated from the CROs within a specified timeframe.
• Oversee and facilitate collection of documents for account opening in strict adherence to KYC norms.
• Stay informed of policy and guideline changes by RBI and ensure the team is educated on them.
• Ensure correct storage of client information and any other documentation, including internal reports and memos.
• Oversee follow‑ups with overdue customers to collect payments.
• Conduct customer house visits, cross‑verify documents and details in the Customer Profile Forms (CPF) and Loan Application Forms (LAF).
• Conduct Group Recognition Training (GRT).
• Perform surprise visits with the URC BM to AGL Center meetings to verify they are conducted as scheduled.
• Ensure CROs deposit Centre meeting cash at the nearest or collocated BCs.
• Ensure that a 100% loan utilisation check is conducted by the CRS within seven days from the day of disbursement.
• Conduct ATM verifications in the absence of the URC BM.
• Daily monitor all kinds of account opening fulfillment (AOF) pendency.
• Maintain smooth operation of branch activities such as the cashier and CCR desk.
• Manage timely BOD/COB and EOD processing, compatible with financial software like Brnet Finacle.
• Coach branch staff on unsecured loan products to support target achievement and assist with conversion of existing customers to deposit products.
• Resolve queries and escalations from the team within a well‑defined timeframe.
• Ensure adherence to mandatory training days and program completion for self and reportees.