Customer Relationship Officer – Banking Services

About the role

The Customer Relationship Officer (CRO) will manage banking relationships for approximately 650 families within a designated geographic area. Working from a branch, the CRO will promote the full suite of banking products, acquire new Group Lending customers, and service existing accounts.

Key responsibilities

• Manage and grow relationships with 650 families, offering Group Loans, Individual Loans, Savings Accounts, term deposits and insurance.
• Acquire new customers for Group Lending and cross‑sell additional products to existing customers and their referrals.
• Onboard Savings Accounts and other deposit products for customers, family members and references.
• Deliver prompt, accessible service for all banking queries and ensure timely loan disbursement for eligible repeat and top‑up customers.
• Generate quality leads for third‑party products and ensure adherence to all processes, circulars and KYC norms.
• Meet set targets for Group Loans, term deposits and insurance sales.
• Conduct surveys, group formation meetings and compulsory group training sessions.
• Prepare accurate loan applications, collect supporting documents and coordinate disbursement processes.

Required profile

• Full‑time position reporting to the Assistant Customer Relationship Manager.
• Ability to handle a portfolio of 650 families and multiple product lines.
• Strong focus on meeting sales targets and delivering high‑quality customer service.
• Knowledge of banking processes, KYC compliance and loan documentation.

Required skills