Customer Service Officer - Retail

Customer Service Officer - Retail Home HR Dream Goals Position : Customer Support Officer- MFI S.NO. DESIRED RESULT WEIGHTAGE KEY PERFORMANCE INDICATOR Annexure 1 Cash Management - Accounting of Cash and Banking the Cash 30% Risk and Ops Report Annexure 1 2 File despatch as per timelines (PRDD) 15% Ops Report Annexure 2 3 NACH Rejected Cash collections to be less than 10% of billing 10% Risk Report Annexure 3 4 Disbursement Management (XMS upload and query resolution) 5% Risk Report Annexure 4 5 FTR to be achieved as per matrix 5% Ops Report Annexure 5 6 Repayment reminder call for Retail customers 5% Branch Report Annexure 6 7 On-time closure of DCS summary and maintenance of Key Management Register 10% CPC Reports / MIS Annexure 7 8 Post despatch file quality FTR to be achieved as per matrix 10% FTR matrix Annexure 8 9 Management Retail stationery by indenting to OPS on need basis 5% Stationery management Annexure 9 10 Self Development 5% Training Mandays Annexure 10 Annexure -1 - Cash Management Scoring method 5 (Outstanding) 4 (Excellent) 3 (Very Good) 2 (Good) 1 (Adequate) Cash Management Collected Cash is accounted and Banked the same day before 4pm Collected Cash is accounted and Banked the same day before 6pm Collected Cash is accounted and Banked the next day Collected Cash is accounted and Banked the next day by 4pm Collected Cash is accounted and Banked the next day after 4pm Annexure -2 - File despatch as per timelines Scoring method 5 (Outstanding) 4 (Excellent) 3 (Very Good) 2 (Good) 1 (Adequate) File despatch 7 days from date of disbursement 10 days from date of disbursement 12 days from date of disbursement 15 days from date of disbursement >15 days from date of disbursement Annexure -3 - NACH Rejected cash collections Scoring method 5 (Outstanding) 4 (Excellent) 3 (Very Good) 2 (Good) 1 (Adequate) NACH Rejected cash collections 7 and > 8 > 9 >10% Annexure -4 - Disbursement Management (XMS upload and query resolution) Scoring method 5 (Outstanding) 4 (Excellent) 3 (Very Good) 2 (Good) 1 (Adequate) Disbursement Management (XMS upload and query resolution) > 80% > 70 > 60 > 50 Annexure 5 - FTR to be achieved as per matrix Scoring method 5 (Outstanding) 4 (Excellent) 3 (Very Good) 2 (Good) 1 (Adequate) FTR for Docs upload in XMS > 80% > 70 > 60 > 50 Annexure 6 Scoring method 5 (Outstanding) 4 (Excellent) 3 (Very Good) 2 (Good) 1 (Adequate) FTR for Docs upload in XMS > 80% > 70 > 60 > 50 Annexure 7 - Closure of DCS Summary Scoring method 5 (Outstanding) 4 (Excellent) 3 (Very Good) 2 (Good) 1 (Adequate) Closure of DCS Summary Same day before 5pm Same day before 7pm Same day 8pm next day Annexure 8 - File despatch quality FTR (Post Disbursal) Scoring method 5 (Outstanding) 4 (Excellent) 3 (Very Good) 2 (Good) 1 (Adequate) File despatch quality FTR (Post Disbursal) > 80% > 70 > 60 > 50 Annexure 9 Scoring method 5 (Outstanding) 4 (Excellent) 3 (Very Good) 2 (Good) 1 (Adequate) Annexure 10 Scoring method 5 (Outstanding) 4 (Excellent) 3 (Very Good) 2 (Good) 1 (Adequate) Average Mandays of Training for self >=3 2.5-2.99 2-2.49 1-1.99