Customer Service Executive

Responsible for day to day operational, financial, commercial & administrative activities of the branch. Ensuring 100% compliance to regulatory and organizational guidelines.**Dimensions**
- What are the areas (in quantitative terms) the job has an impact on?_

**Dimension**

**Remarks**

**1.**

**Input Accuracy Target**

90%

Inclusive of Medical and Non Medical cases

**2.**

**Petty Cash**

15-25 (thousand)

Monthly

Job Context & Major Challenges- (What are the specific aspects of the job that provide a challenge to the jobholder in the context of the Unit/Zone?Key Challenges for the role:
- Consistent delivery of 100% accuracy across wide range of activities amid rapidly changing processes, diverse organizational guidelines, adaptation to regular extended working hours, seasonal & un predictable spike in volumes with limited or no system validations.
- Maintaining confidentiality of information and documentation despite lack of infrastructure and support
- Operating multiple systems (in excess of despite server band width and connectivity issues
- Handling Sales behavior effectively in order to ensure compliance to internal and external guidelines

Principal Accountabilities

**Accountability**

**Supporting Actions**

Execute financial processes timely with 100% accuracy- **
Execute the receipting, banking and reconciliation processes accurately for policy cash/Cheque/DD within timelines as per the set process.**:

- Detection of Fake note to avoid operational loss
- ** Cheque Dishonour Management.**:

- Safe custody of both sets of Safe and cash box Keys and one set of office keys.
- Timely reconciliation of assets of the branch.
- Ensure genuineness of petty cash spends, timely raising and recording.

Provide commercial support- Identify local vendors and facilitate their registration as per procurement guidelines.
- Procurement of vendor bills, establishing genuineness and timely payment as per agreement.
- Encourage NEFT registrations of vendors.
- Support lease agreement registration and renewal process.
- New branch set up
- coordination with various functions like IT/Infra/banking/ZOPS/DSF for smooth functions of branch.

Extend Legal, Compliance and Taxation support- Timely remittance of professional and work contract tax.
- Represent company on behalf of compliance/HO for hearing matters in labour/consumer court.
- Timely updates to HO on receipt of any notice from Tax authorities/labour offices/employment exchange/Local municipal offices.
- Ensure statutory displays at branches.
- Ensure 100% compliance of AML guidelines, identification and reporting of suspicious & fraudulent operational and financial transactions.
- Adherence to BCP guidelines.

Handle Advisor commission process- Timely Updation & handover of Commission chq to Advisors.
- Encourage NEFT with advisors and FLS.
- Resolve commission related queries of advisor.
- Ensure timely receipts and hand-over of TDS certificate to advisors.

Provide HR/IT/Admin support- Manage joining and exit formalities for concerned employees at the branch, including full and final settlement process.
- Log calls in case of downtime/pursue with Corporate IT.
- Monitor and ensure housekeeping, security and dispatch services are rendered in an uninterrupted and cost effective manner.
- Handle physical resource booking like meeting rooms, projectors, etc.

Execute Underwriting and New Business processes- Collaborate with head office process owners/vendors to facilitate faster issuance.
- Ensure timely and accurate updation and delivery of policy documents/refund cheques in adherence to set standards.

Provide prompt, accurate and courteous Customer Service- Ensure 1st contact resolution at the branch for all internal & external customers’ & track requests through prescribed systems ensuring 100% accuracy and timely closure.
- Scrutinise claims documentation as per set guidelines and coordination with sales force and claimant for speedy fulfilment of claim requirements.
- Ensure 100% accurate and timely scrutiny & processing of reinstatement, fund switch, financial payout requests & other customer requests on the same day to avoid Gain/Loss. Customer identity & signature to be verified to establish genuineness of the transaction.
- Proactively participate in data cleansing exercise for both internal & external customers in respect of Bank details, PAN card Information, contact details & undelivered communications, **.**

Contribute to Revenue Generation & conservation at every single opportunity & instance.- 1. Encourage NEFT enrolment for internal & external customers
- 2. Participating in Persistency drive by sharing data with sales force & contacting customers for the allocated data base.
- Encourage use of self help tools like Go Green, ECS activation, alternate payment options by customers.
- Enhance contactability of the customers by collecting contact details.
- Participate in cost savings initiatives.
- Actively endeavour towards containing Fr