Customer Service Officer
Equitas Small Finance Ltd
Work from Office
Full Time
Min. 2 yearsJob Description
Customer Service Officer
| Role | Category | Category Weightage | Parameters | Parameter Weight % | Metro | Urban | SU | Rural |
| CSO | Service Quality | 10% | Welcome calling and onboarding Customers (100% of NTB A/cs of the Branch) | 10% | NA | NA | NA | NA |
| CSO | Quantitative Parameters | 35% | MoM CASA NTB (Nos) | 7.5% | 8 | 8 | 8 | 6 |
| CSO | Quantitative Parameters | 35% | Incremental MoM CASA AMB Value (Through NTB Accounts) (Rs Lacs) | 20% | 4 | 4 | 3 | 2 |
| CSO | Quantitative Parameters | 35% | LI + GI+ MF + Assets - Net Revenue in Rs lacs (Total Yearly Income) | 7.5% | 1.8 | 1.5 | 1.2 | 1 |
| CSO | Portfolio Management | 20% | 3% MoM TRV Growth of Mapped Book | 10% | NA | NA | NA | NA |
| CSO | Portfolio Management | 20% | Mapped Book Customer meetings Coverage | 5% | NA | NA | NA | NA |
| CSO | Portfolio Management | 20% | Primary (30%), Active (60%) and PH of min 2 for 40% of Mapped Book | 5% | NA | NA | NA | NA |
| CSO | Compliance and Controls | 35% | Audit Ratings: Branch Medium Risk or below - Branch Medium Risk or below ,Follow the process as process and keep all the records available for checking - Timely Revert and rectification of audit findings | 20% | NA | NA | NA | NA |
| CSO | Compliance and Controls | 35% | Nil adverse Audit observations in Cash Txns/Branch daily operations/Daily Reporting | 15% | NA | NA | NA | NA |
| 100% |
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