Customer Relationship Officer – Banking

About the role

The Customer Relationship Officer (CRO) will manage banking relationships for a portfolio of around 650 families within a designated branch area. The CRO is responsible for acquiring new customers for Group Lending, cross‑selling savings and deposit products, and ensuring high‑quality service for all banking queries.

Key responsibilities

• Manage and grow relationships with 650 families, offering the full range of banking services.
• Acquire new customers for Group Lending (GL) and service existing GL accounts.
• 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 offered by the bank.
• Meet set targets for Group Loans, repeat GL loans, and family banking account openings.
• Identify and refer potential Individual Loan candidates (secured or unsecured).
• Educate customers on the bank’s full product suite, including loans, deposits, and insurance.
• Provide prompt, accurate service and resolve queries within defined timelines.
• Conduct surveys, group formation activities, and mandatory training sessions for new groups.
• Complete loan applications, KYC documentation, and coordinate disbursement processes.

Required profile

• Experience in retail banking, micro‑finance, or a similar customer‑facing financial environment.
• Good understanding of group lending, individual loans, and deposit products.
• Ability to work with KYC regulations and maintain accurate documentation.
• Strong target orientation and ability to meet sales and service goals.

Required skills