Customer Service Officer

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% 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% 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% 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 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