Customer Service Executive - Bareilly

**Job Purpose** Responsible for day to day operational, financial, commercial \& administrative activities of the branch. Ensuring 100% compliance to regulatory and organizational guidelines **Job Context \& Major Challenges** Job Context:Responsible for day to day operational, financial, commercial \& administrative activities of the branch. Ensuring 100% compliance to regulatory and organizational guidelines Job Challenges: * 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 15\) despite server band width and connectivity issues * Handling Sales behaviour effectively in order to ensure compliance to internal and external guidelines **Key Result Areas** **KRA (Accountabilities) (Max 1325 Characters)** **Supporting Actions (Max 1325 Characters)** KRA1 A. Execute financial processes timely with 100% accuracy B. Provide commercial support A. 1\. 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. B. 1\. 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 KRA10 Execute Advisor Licensing process \& extend Sales Support 12\. Coordinate for advisor / FLS Reward and Recognitions and for domestic \& overseas sales conference with HO * Contact updation in BSLI online of Advisors and FLS * Contactability enhancement at NB stage,post welcome call followed by CRT. * Preparation of Various MIS related to BSLI Way and updation of Various Dash Boards. * Coordination with various institutes, approved by Training Head, for the training of new Insurance Applicant. * Re exam scheduling of failed candidates in coordination with BH/AMs * Coordination with RHR for offer letter generation for FLS * Arrangement of Various training programmes in Branches coordinating with Training manager and BM/BH. * Downloading various process to Sales team during morning huddle (BSLI Way). * Ensure timely opening and closing of office premises KRA2 Extend Legal , Compliance and Taxation support 1\. 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. KRA3 Handle Advisor commission process 1\. 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. KRA4 Provide HR/IT/Admin support 1\. 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. KRA5 Execute Underwriting and New Business processes 1\. Scrutinise New Business applications as per the SOPs to ensure 100% input accuracy to enhance straight through processing and issuance to submission ratio. * Arrange speedy pick up of medical reports from medical labs and timely transmission of applications, medical reports, requirements via scanning and indexing with 100% accuracy. * 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 KRA6 Provide prompt, accurate and courteous Customer Service 1\. 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 KRA7 Contribute to Revenue Generation \& conservation at every single opportunity \& instance. 1\. Encourage NEFT enrolment for internal \& external customers * 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 Freelook/ Surrender / withdrawal at branches by convincing customers. * Actively engage with visiting customers to enhance revenue generation for the business by way of promoting Riders \& top up adding to incremental premium on the existing policies for the Co KRA8 Contribute to Revenue Generation \& conservation at every single opportunity \& instance. 8\. Intimate \& pursue cheque dishonour cases with the respective sales team members / customer both at new business \& renewal stage \& strive for repayment to conserve the revenue. * Identify \& report fraudulent claims by providing proof / information to Claims team and get involved with the investigation as much required and sought. * Prevent Fraudulent / Fake Policies from issuance by Branches by controlling the document verification and reporting to Compliance \& UW * Save cost (on controllable expenses) at Branches on Electricity, Stationery, Photocopying, Staff Welfare, Other Miscellaneous Expenses etc KRA9 Execute Advisor Licensing process \& extend Sales Support 1\. First time right application processing for New advisor and license renewal * Support BM on Recruitment plan is executed properly and the candidates are nominated for Pre Licensed training * Prepare \& distribute sales management MIS including data maintenance from Receipt Writer and Sales Portal to the concerned. * Coordinating for execution of reward \& recognition programs for sales force through MIS \& communications to branch sales force as required by the Branch Head. * Assist Branch Head to follow up for New Business Application requirements with the sales force of the branch * Control Pool laptops for agency managers * Managing sales promotion material \& activities at the branch level including stock management. * Inventory Management of marketing collateral * Assist HO in fraud and compliance investigation pertaining to FLS and advisors * Assist Branch Head to follow up for New Agent licensing requirements at new business and renewal stage with the sales force of the branch * Coordinate FLS coding and FLS tagging with HO