Customer Relationship Officer

About the role

The Customer Relationship Officer (CRO) manages banking relationships for a portfolio of around 650 families within a designated geographic area. The CRO is responsible for acquiring new customers for Group Lending, cross‑selling savings and deposit products, and delivering prompt service for all banking queries.

Key responsibilities

• Acquire new customers for Group Lending (GL) and service existing GL accounts.
• Upsell loans and deposit products to customers, family members, and referrals based on repayment capacity.
• Onboard Savings Accounts, term deposits, and insurance products for customers and their families.
• Provide timely loan disbursement for repeat and top‑up customers.
• Generate quality leads for third‑party products offered by the bank.
• Maintain accurate customer profiles, loan applications, and KYC documentation.
• Conduct surveys and projection meetings for group formation and family banking.
• Resolve customer queries related to GL, Individual Loans (IL), and Family Banking within defined timelines.

Required profile

• Ability to manage a large customer portfolio and meet loan acquisition targets.
• Strong understanding of banking products including Group Loans, Individual Loans, CASA, term deposits, and insurance.
• Experience in conducting group training and customer education sessions.
• Attention to detail in completing forms and adhering to KYC norms.
• Professional and courteous interaction with customers.

Required skills