Assistant Customer Relationship Manager

Aig; Honolulu (HI); On-site; USD 60,000 - 85,000; Full time

Job summary

SOUTH BUSINESS seeks an Assistant Customer Relationship Manager to support branch sales and loan portfolios, including unsecured and secured products. The role focuses on target setting, customer education, and team guidance to drive growth while ensuring compliance with KYC and RBI guidelines.

The candidate will assist in marketing initiatives, manage customer queries, and supervise document collection and cash handling, contributing to smooth branch operations and performance tracking.

Responsibilities

• Business Financials: Support the sales plans for the branch for unsecured loans, Group Loans, Unsecured IL, KSL, AGL.
• Assist in setting weekly/monthly targets for the team and review them on a regular basis.
• Support acquisition of new GL customers and conversion of customers from unsecured to secured loans where applicable.
• Guide CROs to enable conversion of existing borrowing customers for liabilities.
• Support marketing initiatives designed by the products marketing department.
• Assess market potential and give feedback on product modification and new product development to the regional product teams.
• Share insights on competitor products with the regional product marketing teams.
• Responsible for the overall branch liabilities target and the overall branch cross‑sell target customer.
• Ensure customers and CROs are educated about unsecured loans and liabilities products offered by Ujjivan.
• Resolve customer queries and grievances pertaining to GL unsecured IL liabilities escalated from the CROs within a specified timeframe.
• Oversee and facilitate collection of documents for account opening in strict adherence to KYC norms.
• Stay informed of policy and guideline changes by RBI and ensure the team is educated on them.
• Ensure correct storage of client information and any other documentation, including internal reports and memos.
• Oversee follow‑ups with overdue customers to collect payments.
• Conduct customer house visits, cross‑verify documents and details in the Customer Profile Forms (CPF) and Loan Application Forms (LAF).
• Conduct Group Recognition Training (GRT).
• Perform surprise visits with the URC BM to AGL Center meetings to verify they are conducted as scheduled.
• Ensure CROs deposit Centre meeting cash at the nearest or collocated BCs.
• Ensure that a 100% loan utilisation check is conducted by the CRS within seven days from the day of disbursement.
• Conduct ATM verifications in the absence of the URC BM.
• Daily monitor all kinds of account opening fulfillment (AOF) pendency.
• Maintain smooth operation of branch activities such as the cashier and CCR desk.
• Manage timely BOD/COB and EOD processing, compatible with financial software like Brnet Finacle.
• Coach branch staff on unsecured loan products to support target achievement and assist with conversion of existing customers to deposit products.
• Resolve queries and escalations from the team within a well‑defined timeframe.
• Ensure adherence to mandatory training days and program completion for self and reportees.

Job description

Assistant Customer Relationship Manager

SOUTH BUSINESS

Multiple locations

Responsibilities

• Business Financials: Responsible to support the sales plans for the branch for unsecured loans, Group Loans, Unsecured IL, KSL, AGL.
• Assist in setting weekly/monthly targets for the team and review them on a regular basis.
• Support acquisition of new GL customers and conversion of customers from unsecured to secured loans where applicable.
• Guide CROs to enable conversion of existing borrowing customers for liabilities.
• Support marketing initiatives designed by the products marketing department.
• Assess market potential and give feedback on product modification and new product development to the regional product teams.
• Share insights on competitor products with the regional product marketing teams.
• Responsible for the overall branch liabilities target and the overall branch cross‑sell target customer.
• Ensure customers and CROs are educated about unsecured loans and liabilities products offered by Ujjivan.
• Resolve customer queries and grievances pertaining to GL unsecured IL liabilities escalated from the CROs within a specified timeframe.
• Oversee and facilitate collection of documents for account opening in strict adherence to KYC norms.
• Stay informed of policy and guideline changes by RBI and ensure the team is educated on them.
• Ensure correct storage of client information and any other documentation, including internal reports and memos.
• Oversee follow‑ups with overdue customers to collect payments.
• Conduct customer house visits, cross‑verify documents and details in the Customer Profile Forms (CPF) and Loan Application Forms (LAF).
• Conduct Group Recognition Training (GRT).
• Perform surprise visits with the URC BM to AGL Center meetings to verify they are conducted as scheduled.
• Ensure CROs deposit Centre meeting cash at the nearest or collocated BCs.
• Ensure that a 100% loan utilisation check is conducted by the CRS within seven days from the day of disbursement.
• Conduct ATM verifications in the absence of the URC BM.
• Daily monitor all kinds of account opening fulfillment (AOF) pendency.
• Maintain smooth operation of branch activities such as the cashier and CCR desk.
• Manage timely BOD/COB and EOD processing, compatible with financial software like Brnet Finacle.
• Coach branch staff on unsecured loan products to support target achievement and assist with conversion of existing customers to deposit products.
• Resolve queries and escalations from the team within a well‑defined timeframe.
• Ensure adherence to mandatory training days and program completion for self and reportees.