Customer Support Officer Equitas Small Finance Ltd
Equitas Small Finance Ltd
Office Location
Full Time
Experience: 2 - 6 years required
Pay:
Salary Information not included
Type: Full Time
Location: Inclusive Banking - MF>North>Rajasthan>Rajasthan>Jaipur>Jaipur>Rajasthan>16036>Alwar null, undefined
Skills: Field Work, Documentation, Compliance, Reporting
About Equitas Small Finance Ltd
Job Description
Customer Service Officer - MF
| Home | ||||||
| HR Dream Goals Position : 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 | |