Customer Service Officer - Retail
Equitas Small Finance Ltd
Work from Office
Full Time
Min. 1 yearJob Description
Customer Service Officer - Retail
| Home | |||||||
| Key Result Areas Position : Relationship Officer - MFI | |||||||
| S.NO. | DESIRED RESULT | WEIGHTAGE | KEY PERFORMANCE INDICATOR | 1162352 | |||
| 1 | Ensure achievement of collections target set for allocated centres. | 50% | % of regular Collections (as per annexure 1) | ||||
| 2 | Ensure achievement of new members through AOC | 20% | % of Achievement (as per annexure 2) | ||||
| 3 | Achieving the set targets for Cross Sell products | 10% | % of Cross Sell Penetration Achievement % RD & APY Collections (as per annexure 3) | ||||
| 4 | Member Retention | 10% | % of Achievement (as per annexure 4) | ||||
| 5 | Self Development | 5% | Annexure 5 | ||||
| 6 | Process Orientaition | 5% | Annexure 6 | ||||
| Annexure - 1 | |||||||
| Performance Rating | Repayment % to be achieved | ||||||
| 5 (Excellent) | 100% repayment achieved by end of every month during the review period | ||||||
| 4 (Very Good) | (99.81-100)% repayment achieved by end of every month during the review period | ||||||
| 3 (Good) | (99.51-99.80)% repayment achieved by end of every month during the review period | ||||||
| 2 (Adequate) | (99.31-99.50)% repayment achieved by end of every month during the review period | ||||||
| 1 (Far below the expectation) | < 99.3 % repayment achieved by end of every month during the review period | ||||||
| Annexure - 2 | |||||||
| Scoring method | 5 (Outstanding) | 4 (Excellent) | 3 (Very Good) | 2 (Good) | 1 (Adequate) | ||
| % of AOC Target | >120% of AOC Target | (111 -120)% of AOC Target | (100% - 110%) of AOC Target | (90 -99)% of AOC Target | <90% of AOC Target | ||
| Annexure - 3 | |||||||
| Scoring method | 5 (Outstanding) | 4 (Excellent) | 3 (Very Good) | 2 (Good) | 1 (Adequate) | ||
| % of Achievement | >120% of Cross Sell Target | (111 -120)% of Cross Sell Target | (100% - 110%) of Cross Sell Target | (90 -99)% of Cross Sell Target | <90% of Cross Sell Target | ||
| Annexure - 4 | |||||||
| Scoring method | 5 (Outstanding) | 4 (Excellent) | 3 (Very Good) | 2 (Good) | 1 (Adequate) | ||
| % of Achievement | >120% | (111 -120)% | (100% - 110%) | (90 -99)% | <90% | ||
| Annexure - 5 | |||||||
| Scoring method | 5 (Outstanding) | 4 (Excellent) | 3 (Very Good) | 2 (Good) | 1 (Adequate) | ||
| Average Mandays of Training per Team Member | >=3 | 2.5-2.99 | 2-2.49 | 1-1.99 | <1 | ||
| Annexure - 6 | |||||||
| Scoring method | 5 (Outstanding) | 4 (Excellent) | 3 (Very Good) | 2 (Good) | 1 (Adequate) | ||
| Audit Score | >95% | 91 - 95% | 81-90% | 71-80% | <71 | ||
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