Position : Senior Officer (Incumbent 1)

Department : Customer Advisory Team

Function : Service to Sales

Reporting to : Area Relationship Manager

Band : 5

JOB SUMMARY

Direct customer service and sales to existing customers through relationship building. Existing Customer database will be provided by company (called the Book of Relations- BoR).

KEY RESPONSIBILITIES

Service through relationship management

• Establishing and strengthening relationship with the allocated customer base.

• Ensure retention of customers in his/her allocated “Book of Relations” (existing customer database).

• Act as single point of contact for customers for any customer query/complaint.

• Identify financial goals of customers and providing financial planning assistance.

• Competition Analysis for giving professional advice to customer

• Fix self appointments everyday from the given customer database as per the campaign

Sales

• Focus on cross-sell & up-sell opportunity in allocated customers.

• Ensure successful completion of licensing as per company standards

Measures of Success

• TAT adherence for updating System - CRM Next

• Successful completion of cross-sell/ up-sell Business Goals month on month

• Collection of payment/premium from 91-180 days due policies

• Complaint Resolution /Customer satisfaction

• Achievement of Retention Targets.

• > 45 unique customer meetings in a month

• More than 90% attendance (of total working days)

• Successfully score >=80% in the Functional Trainings imparted

Key Relationships (Internal /External)

• Internal – HR/Trainers/Supervisors/Peers

• External- Customers

Key competencies/skills required

• Process & Result orientation

• Customer centricity & relationship building

• Basic Computer Knowledge.

• Good communication skills- English and regional language

Desired qualification and experience

• 0 – 1.5 years in sales of Insurance/ Mutual Fund/ CASA/ Investments/ Loans/ Real Estate.

• Age Bracket: 20-25 years

• Must own a conveyance

• Good communication skills