Primary Bank Counterpart: Branch Manager and branch employees
Primary Customer Segment: Relevant PGB customers including rural and agricultural customers
Role Purpose: The FOS is the ground-level execution owner responsible for converting the Bank-Kshema partnership into actual branch activity and customer business. The role works directly with assigned Bank branches, branch employees and eligible customers to generate leads, conduct customer interactions, facilitate proposals, support documentation and drive compliant conversion. The FOS is expected to maintain disciplined branch coverage, follow-up and reporting while providing customers with accurate information and high-quality service support.
Key Responsibilities
A. Assigned Branch Management
- Visit assigned PGB branches according to an agreed beat plan.
- Build effective working relationships with Branch Managers and relevant employees.
- Keep branch personnel informed about approved products and campaigns.
- Identify branch-specific customer and business opportunities.
- Maintain regular branch presence.
- Track branch leads, pending cases and conversion. B. Lead Generation
- Generate leads through appropriate bank referrals and approved branch activities.
- Follow up referred customers promptly.
- Maintain an accurate lead pipeline.
- Record lead source and current status.
- Revisit pending leads systematically.
- Provide feedback regarding lead quality. C. Customer Engagement
- Understand the customers insurance requirements.
- Explain approved product propositions clearly.
- Explain material coverage, exclusions and relevant product terms accurately.
- Assist customers with the proposal/application process.
- Facilitate required documentation.
- Answer customer questions within authorized scope.
- Escalate technical questions when appropriate.
- Customer engagement must be based on clarity, consent and suitability rather than pressure selling. D. Business Conversion
- Maintain individual visibility of: Leads, Customer meetings, Proposals, Policies, Premium, Conversion percentage, Pending cases, Renewals.
- Drive systematic follow-up through each stage of the funnel. E. Crop Insurance / Seasonal Activity
- Align field activity to crop calendars.
- Participate in approved farmer-awareness programmes.
- Support village/customer outreach.
- Conduct approved branch/customer camps.
- Increase customer and branch engagement during high-chance agricultural periods.
- Provide field intelligence regarding customer requirements and market conditions. F. Bank Staff Activation
- Conduct regular engagement with assigned bank employees.
- Provide short approved product refreshers.
- Encourage appropriate lead referrals.
- Support bank personnel during customer discussions where required.
- Share only approved sales and campaign material.
- Follow up on referred leads and provide status feedback to the branch. G. Customer Service Support
- Assist customers with: Documentation follow-up; Policy-status follow-up; Customer queries; Renewal reminders; Claim-intimation facilitation; Escalation to appropriate Kshema service teams.
The FOS may facilitate a claim or claim intimation but must not make any representation regarding claim admissibility or settlement unless specifically authorized to communicate an approved decision. H. Daily Execution Discipline
The FOS must adhere to the following non-negotiable principles:
- No mis-selling.
- No false commitments.
- No unauthorized premium collection.
- No fabrication or alteration of customer data.
- No unauthorized product representation.
- No guarantee of claim settlement.
- No use of unapproved sales material.
- Accurate disclosure of product terms.
- Customer consent must be obtained through approved processes.
- Customer information must be handled confidentially.
- Documentation must be accurate and complete.
- Bank and Kshema guidelines must be followed.
Qualifications / Experience
- Graduate preferred.
- Suitable candidates with strong local-market experience may be considered subject to Kshema HR policy.
- Prior sales experience in insurance, banking, financial services, agriculture, rural distribution or related sectors preferred.
- Local-language capability highly desirable.
- Familiarity with the assigned geography preferred.
- Willingness to travel extensively within the assigned territory is essential.
Functional Competencies
- Customer engagement
- Lead generation
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.