Customer Relationship Manager

Multiple locations





Department
WEST BUSINESS

Job posted on
May 03, 2024

Employee Type
Permanent

Experience range (Years)
4 years - 9 years


Group Company: Ujjivan Small Finance Bank Designation: Customer Relationship Manager (UB-MB-WB-CRM)
Office Location: undefined, West 4473-Valsad, West 4406-Akurdi West 4499-Botad West 4493-Latur West 4468-CTM West 4475-Bhusawal West 4483-Shastri Maidan West 4432-Kharadi West 4516-Jamnagar West 4465-Nava Vadaj West 4482-Mavdi Chowk West 4479-Mehsana West 4480-Himmatnagar West 4496-C A Road West 4427-Chakala West 4539-Gandhidham West 4412-Thane West 4520-Morbi Position description: Customer Relationship Manager Primary Responsibilities:

• Business Underwrite high ticket and open market loans in the field through thorough assessment and personal discussion with borrower and or coborrower Underwrite both unsecured and secured loans of the microfinance and rural business vertical as below Individual loans Business Home improvement Higher Education loans KCC agriculture and livestock loans Maintains success and growth of these products by adhering to defined policy and process for loan approval Maintain credit policies and processes are followed effectively by sourcing staffs and appraisers Conduct business place office residence and farm visits of the applicants based on the product and purpose of the loan Conduct reference checks with customers suppliers vendors dealers Assess repayment capacity character and cash flow of the applicant Maintain collection of relevant and proper documents Maintain adherence to internal and regulatory policies compliances like KYC etc Sanction the files appraised by the sales distribution team through thorough verification of the documents and assessment by the appraiser of the loan Conduct sample TVR and PDs of the cases appraised by the sales team also shadow appraiser on a sample basis Escalate deviations for necessary approval as per the deviation matrix Observe for triggers in documents and escalate documents with issues to FCU team Decision on loan applications as per credit approval grid deviation matrix and bureau matrix Responsible for portfolio quality of the loans underwritten for 12 MOB Maintain daily productivity with respect to personal discussions quality check of applications sample visits and checks etc as per the set KRA Imparting training to the microfinance team on the group lending individual lending and other lending products credit policies processes and systems including regular trainings on changes refreshers Monitoring rejections from field guide the branch staff to control the same and maintain higher number of Straight through applications from branches Report Escalate critical issues at field for necessary action as per penalty matrix and maintain compliance of Audit issues Conduct Loan Utilization Checks for the recent disbursement cases as per policy Maintain to participate and drive the successful implementation of technology based projects at backend and field Plan and address issues across Poor High Risk and Critical branches and maintain good risk management at the branches Maintains PAR and provision are maintained within the budget Engage in collections for recovery follow up for Incremental overdues and nonstarters Sanction the files appraised by the sales distribution team through thorough verification of the documents and assessment by the appraiser of the loan Decision on loan applications as per credit approval grid deviation matrix and bureau matrix Responsible for portfolio quality of the loans underwritten for 12 months of booking Imparting training to the microfinance team on the group lending individual lending and other lending products credit policies processes and systems including regular trainings on changes refreshers Report escalate critical issues at field for necessary action as per penalty matrix and maintain compliance of audit issues Maintain to participate and drive the successful implementation of product and technology based projects at field Maintains PAR and Provision are maintained within the acceptable limitbudget Maintains customer satisfaction by processing of loan applications within the TAT defined Maintain adherence to all regulatory norms with respect to KYC documentation and sanctioning of loans Maintain up to date knowledge of all the product of the geography Quickly learn of new products and systems being introduced and implement in the field Networking with other NBFCs Banks to have a deeper understanding of the Industry and its perspectives Undertake business sub sector or occupation study and survey of branch working areas Customer Maintains customer satisfaction by processing of loan applications within the TAT defined Understand customers need repayment capacity make appropriate loan decisions and recommend right product and loan amount to right customer Maintain that credit responds to branch customers queries and issues timely thereby ensuring good service to customers through efficient processing of applications Undertake visits in other financial institutions for timely resolution of issues relating customer or staffs of other institution Engage with customer for any feedback on the products policy and process Internal process Maintain adherence to all regulatory norms with respect to KYC Documentation Customer Selection and Sanctioning of loans Maintain completeness of post disbursement documents follow up for if gaps any Review branch working areas negative areas nogo areas and negative customer list Maintain that the Issue deviations policy process violation are escalated appropriately to the concerned department and supervisors for implementation of penalty matrix Attend audit closure meetings to understand identified issues take necessary corrective measures Maintain and update activity trackers Personal discussions Quality check of files shadow visits sample checks trainings LUCs escalations deviations branch errors Learning Performance Maintain up to date knowledge of all the products and the geography Upgrade self and branch team about changes happening in the market New products being introduced and new systems being adopted to be learnt quickly and to be adopted Keep updated with SLBC DLC meetings annual reports for information on investment on different types of crops for KCC Agri limits Keep abreast with ongoing farming operations in the field market Networking with other NBFCs Banks to have a deeper understanding of the Industry and its perspectives Undertake business sub sector study and underwrite cases at field Maintain necessary feedback is given to supervisors on regular basis about the credit policies processes and systems for effective and efficient underwriting Improve the probing skills to identify any issues in the field and report critical findings observations for necessary action Ensuring visits in branches of other clusters to maintain understanding and learning through experience