Customer Service Officer

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%