Customer Service Officer
Equitas Small Finance Ltd
Work from Office
Full Time
Min. 4 yearsJob Description
Customer Service Officer
| Home | |||||||
| Key Result Area | |||||||
| Weightage 100 % | |||||||
| SNO. | OBJECTIVE | WEIGHTAGE | KEY PERFORMANCE INDICATOR | Annexure | |||
| 1 | Sales Objectives | 10% | Actual Disbursement Vs Objectives | As per annexure 1 | |||
| 2 | Repayment efficiency in X bucket so as to reduce the OD in the branch | 30% | X Bucket Efficiency | As per annexure 2 | |||
| 3 | Receipting (management of RO/RE field collections) | 20% | FRO Audit Report | As per annexure 3 | |||
| 4 | Ensure compliance to statutory requirements of the branch - registers and displays of charts/posters. | 20% | FRO Audit Report | As per annexure 3 | |||
| 5 | Welcome call report - customer contact number | 10% | Welcome Call Report | As per Annexure 4 | |||
| 6 | Self Development | 10% | Training mandays for self | As per annexure 5 | |||
| Annexure - 1 | |||||||
| Scoring method | 5 (Outstanding) | 4 (Excellent) | 3 (Very Good) | 2 (Good) | 1 (Adequate) | ||
| Actual Disbursement Vs Objectives | >110% | 101 - 110% | 91 - 100% | 80 - 90% | <80% | ||
| Annexure - 2 - X Bucket Efficiency | |||||||
| Scoring method | 5 (Outstanding) | 4 (Excellent) | 3 (Very Good) | 2 (Good) | 1 (Adequate) | ||
| X Bucket - Efficiency (Average) | >97% | 95.1 - 97.0% | 94.1 - 95.0% | 92.1 - 94.0% | <92% | ||
| Annexure - 3 | |||||||
| Scoring method | 5 (Outstanding) | 4 (Excellent) | 3 (Very Good) | 2 (Good) | 1 (Adequate) | ||
| FRO Audit Report | >95% | 91 - 95% | 81-90% | 71-80% | <71 | ||
| Annexure - 4 | |||||||
| Scoring method | 5 (Outstanding) | 4 (Excellent) | 3 (Very Good) | 2 (Good) | 1 (Adequate) | ||
| Welcome call report - customer contact number | 100% accuracy | 98-99% accuracy | 97-98% accuracy | 96-97% accuracy | < 96% accuracy | ||
| 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 | ||
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