Customer Service Executive - Ramagundam

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 -

Input Accuracy Target 90%

Inclusive of Medical and Non Medical cases

*

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 15) 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

• 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.

Provide prompt, accurate and courteous Customer Service

• Ensure 1 st 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, .