Customer Relationship Officer

Company Description Annapurna Finance Pvt. Ltd. (AFPL), established in 2009, is among the top ten NBFC-MFIs in India and has its roots in People’s Forum, an NGO focused on serving underserved communities. The organization began microfinance operations in 2005 with Mission Annapurna, reaching interior areas of Odisha and supporting the economic needs of women through doorstep services. AFPL evolved from Annapurna Microfinance Pvt. Ltd., which registered with the Reserve Bank of India as an NBFC-MFI in 2013 to serve economically backward clients and bring them into the financial mainstream. The company focuses on providing need-based financial services in regions where formal institutions are reluctant to operate. Annapurna Finance also offers financial and technical support to strengthen entrepreneurial skills, continually innovating products and delivery mechanisms to address the full lifecycle needs of micro-credit customers.

Role Description The Customer Relationship Officer is a full-time, on-site role based in Pinjore, Una, Solan, Bilaspur, Mandi, Hamirpur, Kangra, Palampur, Kullu and Chamba. This role involves managing and nurturing customer relationships, responding to customer inquiries, and resolving issues in a timely and professional manner. The Officer will support clients in understanding and using Annapurna Finance’s services, ensuring a positive customer experience at every touchpoint. Daily responsibilities include maintaining accurate customer records, coordinating with internal teams to address customer needs, and conducting follow-ups to ensure satisfaction and retention. The role may also involve assisting in local outreach initiatives, identifying opportunities for cross-selling suitable financial products, and providing feedback to improve service quality.

Qualifications

• Candidates should possess strong Business Relationship Management skills to build trust, manage client portfolios, and maintain long-term partnerships.
• Candidates should possess basic to intermediate Finance knowledge to understand microfinance products and explain them clearly to customers.
• Candidates should possess effective Communication skills to interact with diverse customers, document interactions, and collaborate with internal teams.
• Candidates should possess solid Customer Service skills to handle inquiries, resolve complaints, and ensure high levels of customer satisfaction.
• Candidates should possess Sales skills to identify customer needs, recommend appropriate offerings, and support responsible product uptake.
• Additional beneficial qualifications include familiarity with microfinance or banking operations, local language proficiency, and strong problem-solving abilities.
• Ability to work on-site in Baddi, with good organizational skills and attention to detail.
• Minimum educational qualification of a bachelor’s degree in commerce, finance, business, or a related field is preferred.