Position

Senior Officer

Incumbent

1

Department

Customer Advisory Team

Function

Service to Sales

Reporting to

Area Relationship Manager

Band

5

Location

Team size (D/I)

NA

JOB SUMMARY

Direct customer service and sales to existing MLI 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 skilled 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 MLI 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

Org Chart

Channel Head Zonal Vice President  Asst Vice President  Regional Relationship Manager  Cluster Relationship Manager  Area Relationship Manager  Relationship Manager Deputy Manager  Assistant Manager  Senior Officer

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