Senior Officer - CAT - Loyalty

Position

Senior Officer

1

Department

Customer Advisory Team

Function

CAT Sales

Reporting to

Branch Relationship Manager

Band

5

Location

Team size (D/I)

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).

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 professional 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

Position

Senior Officer

1

Department

Customer Advisory Team

Function

CAT Sales

Reporting to

Branch Relationship Manager

Band

5

Location

Team size (D/I)

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).

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 professional 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