CUSTOMER RELATIONSHIP OFFICER

ROLES & RESPONSIBILITIES OF CRO

Role Name / Designation

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

Log-in of proposal / application forms for all business verticals on daily basis in SFDC

Log-in and issuance of GI Policies in ITGI CRM

Daily monitoring of existing processes and ensuring completion within defined TAT

Generation of CTF, ATF, RTF and DTF on daily basis

Maintaining business quality - reduce error rate for maximizing revenue

Business solicitaion / lead generation

Verification of Proposal Forms and other documents

Any other act, deed or things as may be delegated or advised from time to time

B. Cash Management

Premium acceptance and issuance of money receipt as per current HO Guidelines

Currency verification at the time of premium acceptance

Verification of third party cheque / authenticity of instrument

Accounting of Business Collection at branch office

Banking of Business Collection within defined TAT for all business verticals

C. Regulatory & Compliance

To ensure Regulatory and Internal compliance of defined processes & ensure Code of Conduct

Submission / despatch of Proposal & Application Form to Principal / Partner & RTA within defined TAT

Complete Televerification within defined TAT

D. Customer Servicing

Acceptance and processing of Customer Service Requests with defined TAT

Attending and resolving Customer enquiry / grievances through laid down process / guidelines

Tracking & monitoring of renewal dues, both for all business verticals

Extend support in managing Customer Day Activities

Extend support on post sales services

E. Administrative Responsibility

Timely SOD & EOD in SFDC on daily basis.

Carry out different organizational activities at branch level

Provide administrative support to branches in coordination with HO

Possess and handle keys of branch Safe and Branch office premises

Responsible for opening and closing of branch office on daily basis

Skills Required

Sfdc, Regulatory Compliance, Cash Management