Customer Service Officer - MF
Breezy Hut Ideas
Work from Office
Full Time
Any experienceJob Description
Customer Service Officer - MF
| HR Dream GoalsPosition : 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% | 7 and <= 8% | > 8 <= 9% | > 9 <= 10% | >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 <=80% | > 60 <= 70% | > 50 <= 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 <=80% | > 60 <= 70% | > 50 <= 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 <=80% | > 60 <= 70% | > 50 <= 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 | < 2 days |
| 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 <=80% | > 60 <= 70% | > 50 <= 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 | <1 |
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