CUSTOMER RELATIONSHIP OFFICER

ROLES & RESPONSIBILITIES OF CRO
Role Name/Designation CUSTOMER RELATIONSHIP OFFICERFunction/DepartmentCustomer Service GradeEXECUTIVEReporting ToFunctionallyAdministrativelyHead Customer Advisory & Customer ServiceBranch HeadPurpose of the RoleAttend customer enquiry at branch and follow customer processes / service delivery instructions by applying all standard checks and controls.Key Functional Responsibilities of the RoleA. Branch Operations1Log-in of proposal / application forms for all business verticals on daily basis in SFDC2Log-in and issuance of GI Policies in ITGI CRM3Daily monitoring of existing processes and ensuring completion within defined TAT4Generation of CTF, ATF, RTF and DTF on daily basis5Maintaining business quality - reduce error rate for maximizing revenue6Business solicitaion / lead generation7Verification of Proposal Forms and other documents8Any other act, deed or things as may be delegated or advised from time to timeB. Cash Management1Premium acceptance and issuance of money receipt as per current HO Guidelines2Currency verification at the time of premium acceptance3Verification of third party cheque / authenticity of instrument4Accounting of Business Collection at branch office5Banking of Business Collection within defined TAT for all business verticalsC. Regulatory & Compliance1To ensure Regulatory and Internal compliance of defined processes & ensure Code of Conduct2Submission / despatch of Proposal & Application Form to Principal/Partner & RTA within defined TAT3Complete Televerification within defined TATD. Customer Servicing1Acceptance and processing of Customer Service Requests with defined TAT2Attending and resolving Customer enquiry / grievances through laid down process / guidelines3Tracking & monitoring of renewal dues, both for all business verticals4Extend support in managing Customer Day Activities5Extend support on post sales servicesE. Administrative Responsibility1Timely SOD & EOD in SFDC on daily basis.2Carry out different organizational activities at branch level3Provide administrative support to branches in coordination with HO4Possess and handle keys of branch Safe and Branch office premises5Responsible for opening and closing of branch office on daily basis