Senior Executive - Customer Relations - Trivandrum

Job Description

Field Officer

Purpose: This job holder is required to be adaptable, have good communication skills, and be capable of working independently in line with organizational direction. The job holder plays a

crucial role in bridging the gap between the organization and customers in which its products, services, or operations are delivered and executed. Interact with customers in person to address

concerns, provide information, or gather feedback and build & maintain positive relationships with customers, maintain accurate records and documentation of field activities. Use technology

such as mobile devices, apps and other tools to facilitate fieldwork and data collection. Ensure compliance with industry regulations, standards, and legal requirements.

Key Result Areas Key Performance Indicators Knowledge, Skills & Experience Behaviours

1) Pre- Disbursement Activity:

· Handling foot falls at the dealerships.

· Participating in activities conducted by the

dealer/ MLE (Micro-level events).

· Lead generation through promotional activities

conducted by SFL.

· Generating leads through referrals.

· Field Investigating Activity.

· Dealer interaction for marketing specific

schemes.

· Collection of prospective customer information

2) Disbursement:

· Processing application for approval.

· Obtaining documents from customers for

payment.

· Collection of invoice /Insurance cover note and

other respective papers.

· Processing of loan documents for approval.

· Payment of the finance amount.

3) Post Disbursement:

· Process the confirmation of delivery of vehicle

finance.

· Re Collection of amount and relevant

documents.

· Collection of registration certificate and

insurance policy/ invoice (if applicable).

4) Recovery Management:

· Responsible for initiating repossession

proceedings

· Maintain records of collection and status of

accounts via M-Collect.

5) Customer relations and cross selling:

· Responding to customer queries and grievances · Achieve the sales targets. · Achieve the NPA and NTC targets. · Achieve the working capital targets/ FIT (Fuel Insurance and Tyre) Targets. · Consistently maintain current collection >92%. · Ensure SFA achieve a minimum productivity of 8 (non-tractor) / 5 (Tractor) · 100% digital adaptation · Knowledge of lending · Customer Assessment Skills · Selling Skills · Collection Skills · Negotiation Skills · Communication skills · Presentation skills · Experience: 2 - 5 years in Commercial Vehicle Finance / Construction Equipment Finance/ Farm Equipment Finance/ Retail Asset Financing · Education: Min. Graduation · Process/ Execution Excellence · Personal Productivity · Planning and Organizing · Problem solving & decision-making. · Teamwork · Living the Sundaram Way