Senior Relationship Manager LAP

AU Small Finance Bank · Gilgit division, Pakistan

Job Summary

Group Company: AU Small Finance Bank Limited

Designation: Senior Relationship Manager LAP

Position description: Generate fresh Business and service existing clients

Responsibilities

• Achieve assigned targets for sales & regular collection
• Conduct Marketing activities, leafleting , Canopy etc to identify new sources of business
• Handle customer queries, build up customer relationship and develop brand value in the market
• Attend customer queries and provide resolution
• Co-ordinate with Operations & Collection department for customer onboarding and servicing
• Conduct physical verification of customer's residence, business and any other asset crucial from credit point of view and taking photographs.
• Follow instructions frm seniors, coordinate with internal teams for getting visit reports done.
• Visit customers for first FI and meeting, and also accompany seniors to customer's place for visit and verification.
• Conduct physical verification of credit related documents like ITR, Bank statement, receipts, ledger and property documents - doing OSV ( Original Seen and verified) of documents.
• Prepare basic CAM ( Credit Appraisal Memo)
• Take reference check of customers from local market and existing customers.
• Follow policies & procedure as laid down by the bank.
• Portfolio Management - visit delinquent cases, collect EMIs of delinquent cases in collaboration with collections team.
• Maintain and stop early delinquency , Non-starter cases in portfolio, decide the treatment of such cases wisely.
• Maintain least OTC / PDD pendency and ensure timely clearance of the same.
• Maintain non-RPDC portfolio - ensure all cases of portfolio are ACH.
• Maintain and collect fresh bouncing cases EMI with charges as mentioned in policy,
• Correct the operational errors and get 100% cases repayment in Non-PDC mode.
• Collect fresh data from open marketing activities for tele calling and self sourcing.
• Follow leads so generated from data received from telemarketing team
• Complete documentation, file agreements, formats and other formalities for disbursement of cases
• Clear queries from credit, Ops, Legal, Valuation etc.
• Timely submit daily MIS and sourcing data to reporting authority

Additional Responsibilities

• Provide true and fair opinion based on customer's interaction.
• Clear queries of customers - clarify final ROI, Fees, Charges, and all other terms of the case
• Do not get involved in any financial/non-financial transaction with the customer
• Maintain decency and good behaviour while dealing with the customer, visiting property, especially while taking photos of the house and surroundings with permission of the customer.
• Conduct customer reference checks with utmost sincerity and maturity - goodwill of the client should not be hampered - not disclose any financial or personal information of existing / new clients with any ( existing / prospective clients ) or any 3rd party

Experience

• Industry: BFSI
• Role: Sales Executive, Sales Officer, Customer Service Executive/Officer, Relationship Executive/Officer
• Years of experience: 0 to 3

Key Performance Indicators

• Business Volume
• Average Ticket size
• Boarding rate

Required Competencies

• ownership and accountability for results
• Customer-centric mindset and actions
• adept at handling digital business apps and software
• hard work and detail-orientation
• eager to learn and grow as a banking professional
• positive mindset, ethical and high integrity
• Bias for Action and Urgency

Required Knowledge

• Aptitude for lead generation
• Target Market Knowledge - Local Area geography familiarity
• Familiarity with Digital applications

Required Skills

• Professional Communication - Regional language proficiency, verbal and written fluency, soft-spoken
• Relationship Management - Client-Centric Approach, respectful
• Sales Forecasting & Reporting

Required abilities

• Physical: Physical fitness
• Physical: Mental agility
• Physical: Ability to do extensive field travel/work
• Physical: Ability to handle work pressure and demanding clients
• Other: Valid Two-Wheeler Driving License
• Other: Personal 2-wheeler
• Other: Own Smartphone
• Other: track record of past employment
• Other: Positive reference check and clear civil report

Work Environment Details

90% - Field, 10% - Office

Specific requirements

• Travel: High
• Vehicle: 2-wheeler
• Work Permit:

Other details

• Contract Types: Permanent
• Time Constraints: Flexibile workhours as per business requirement
• Compliance Related: Aherence to Code of Conduct policy of the bank
• Non-disclosure of confidential information about bank, clients
• Responsible handling of bank assets s.a. ID Card, SIM, Marketing material, digital devices, Receipt book etc.