CUSTOMER
RELATIONSHIP OFFICER
Function/Department
Customer Service
Grade
EXECUTIVE
Reporting To
Functionally
Administratively
Head Customer Advisory & Customer Service
Branch Head
Purpose of the Role
Attend customer enquiry at branch and follow
customer processes / service delivery instructions by applying all standard
checks and controls.
Key Functional Responsibilities of the Role
A. Branch Operations
1
Log-in of proposal / application forms for all
business verticals on daily basis in
SFDC
2
Log-in and issuance of GI Policies in ITGI CRM
3
Daily monitoring of existing processes and
ensuring completion within defined TAT
4
Generation of CTF, ATF, RTF and DTF on daily
basis
5
Maintaining business quality - reduce error
rate for maximizing revenue
6
Business solicitaion / lead generation
7
Verification of Proposal Forms and other
documents
8
Any other act, deed or things as may be
delegated or advised from time to time
B. Cash Management
1
Premium acceptance and issuance of money
receipt as per current HO Guidelines
2
Currency verification at the time of premium
acceptance
3
Verification of third party cheque /
authenticity of instrument
4
Accounting of Business Collection at branch
office
5
Banking of Business Collection within defined
TAT for all business verticals
C. Regulatory & Compliance
1
To ensure Regulatory and Internal compliance of
defined processes & ensure Code of Conduct
2
Submission / despatch of Proposal &
Application Form to Principal/Partner & RTA within defined TAT
3
Complete Televerification within defined TAT
D. Customer Servicing
1
Acceptance and processing of Customer Service
Requests with defined TAT
2
Attending and resolving Customer enquiry /
grievances through laid down process / guidelines
3
Tracking & monitoring of renewal dues, both
for all business verticals
4
Extend support in managing Customer Day
Activities
5
Extend support on post sales services
E. Administrative Responsibili