CUSTOMER RELATIONSHIP OFFICER

CUSTOMER RELATIONSHIP OFFICER

ROLES & RESPONSIBILITIES OF CRO

Role Name/Designation CUSTOMER RELATIONSHIP OFFICER

Function/Department Customer Service Grade EXECUTIVE

Reporting To Functionally Administratively

Regional Business Manager Branch Manager

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

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

2 Log-in and issuance of GI Policies in ITGI CRM

3 Daily monitoring of existing processes and ensuring completion within defined TAT

4 Generation of CTF, ATF,





RTF and DTF on daily basis

5 Maintaining business quality - reduce error rate for maximizing revenue

6 Business solicitaion / lead generation

7 Verification of Proposal Forms and other documents

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

B. Cash Management

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

2 Currency verification at the time of premium acceptance

3 Verification of third party cheque / authenticity of instrument

4 Accounting of Business Collection at branch office

5 Banking of Business Collection within defined TAT for all business verticals

C. Regulatory & Compliance

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

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

3 Complete Televerification within defined TAT

D. Customer Servicing







1 Acceptance and processing of Customer Service Requests with defined TAT

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

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

4 Extend support in managing Customer Day Activities

5 Extend support on post sales services

E. Administrative Responsibility

1 Timely SOD & EOD in SFDC on daily basis.

2 Carry out different organizational activities at branch level

3 Provide administrative support to branches in coordination with HO

4 Possess and handle keys of branch Safe and Branch office premises

5 Responsible for opening and closing of branch office on daily basis