Customer Relationship Manager

Job Title: Customer Relationship Manager

As a Customer Relationship Manager, you will play a pivotal role in fostering meaningful connections between our organization and its clients. Your primary responsibility will be to understand the unique financial needs and goals of customers, providing personalized assistance and guidance.

• Implement sales/service plans to achieve growth objectives by agreeing on micro-level delivery plans with team members.
• Sell products by establishing contact and developing relationships with customers according to defined standards of practice.
• Achieve targets/objectives in assigned areas while upholding best ethics and moral practices, following established standards of procedure.
• Ensure target achievement through genuine sales, avoiding family loaning, activist-based lending, and adjustment lending.
• Make business profitable through sales of loans and customer acquisition by adhering to organizational standards.
• Market company products and develop strategies accordingly.
• Exhibit aptitude for persuasion and negotiation.
• Identify business opportunities by assessing prospects and evaluating industry positions.
• Evaluate customer profiles using the 5Cs of credit.
• Disseminate terms and conditions of offered products to customers.
• Ensure on-track performance by conducting physical verification of prospective clients.
• Proactively collect and ensure timely repayment of loans through communication with clients and adhere to organizational standards.
• Exercise extra care when handling customer legal documents to prevent misuse.
• Guide customers to deposit loan repayments at cash counters only.
• Avoid cash handling of any customers during RO functions; however, ensure compliance with collection manual guidelines during field collections.
• Prepare weekly field activity planners and mark deviations in consultation with line managers.
• Conduct monthly/quarterly meetings with customers as per defined product programs.
• Ensure loan booking complies with organizational policies, procedures, ethics, and standards.
• Continuously review product and service-related knowledge and recommend areas for improvement based on client feedback.
• Conduct market assessments/research to identify selling possibilities and new markets/areas, reviewing existing ones for final decisions in consultation with line managers.
• Meet internal service standards and avoid customer complaints by following fair treatment of customer policy.
• Develop and sustain long-lasting relationships between the organization and customers.
• Report cases with intent of fraud or potential loss to line managers/HODs.

To excel in this role, you should possess:

• A Bachelor's degree from a reputable institution, preferably an MBA.
• At least 0-1 years of experience in a related field.

Our organization provides banking services to over 42 million registered users, including 16+ million monthly active customers across Pakistan. We operate with a hybrid model that combines traditional microfinance with mobile/digital banking technologies, offering a wide range of services such as savings, micro enterprise loans, small housing loans, remittances, utility bill collections, mobile wallets, insurance, government-to-person (G2P) payments, business-to-business (B2B), and business-to-person (B2P) payments.

This is an opportunity for someone passionate about making a difference and driving transformative change. Our team is committed to empowering millions with the tools necessary to succeed in the digital age.