Customer Relationship Officer

About the role

The Customer Relationship Officer is responsible for managing banking relationships with families in a designated geographic area. The role focuses on acquiring new customers for Group Lending, cross‑selling banking products, and delivering prompt, professional service at the branch.

Key responsibilities

• Manage relationships with approximately 650 families, offering the full range of banking services.
• Acquire new customers for Group Lending (GL) and service existing GL clients.
• Upsell appropriate loan products to customers and family members based on repayment capacity.
• Onboard Savings Accounts, term deposits and other deposit products for customers, family members and referrals.
• Generate quality leads for third‑party products and ensure timely loan disbursement for repeat and top‑up customers.
• Meet set targets for Group Loans, family banking account openings, and term deposit acquisition.
• Offer suitable insurance products and identify customers eligible for individual loans.
• Share customer insights and product feedback with the Assistant Customer Relationship Manager.
• Conduct surveys, projection meetings and compulsory group training sessions.
• Complete customer and loan application forms accurately, adhering to KYC norms.
• Resolve customer queries related to GL, IL and Family Banking within defined timelines.

Required profile

• Ability to manage a portfolio of families and meet GL acquisition and repeat‑loan targets.
• Experience in onboarding savings accounts, term deposits and insurance products.
• Strong knowledge of KYC requirements and banking processes.
• Capability to conduct surveys, projection meetings and group training.
• Professional, courteous interaction with customers and timely resolution of queries.

Required skills