Customer Service Executive Gurgaon

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	financial processes timely with 100% accuracy B. Provide commercial support	A. the receipting banking and reconciliation processes accurately for policy cash/Cheque/DD within timelines as per the set process. of Fake note to avoid operational loss Dishonour Management. custody of both sets of Safe and cash box Keys and one set of office keys. reconciliation of assets of the branch. genuineness of petty cash spends timely raising and recording. B. local vendors and facilitate their registration as per procurement guidelines. of vendor bills establishing genuineness and timely payment as per agreement. NEFT registrations of vendors. lease agreement registration and renewal process. 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	for advisor / FLS Reward and Recognitions and for domestic & overseas sales conference with HO updation in BSLI online of Advisors and FLS enhancement at NB stagepost welcome call followed by CRT. of Various MIS related to BSLI Way and updation of Various Dash Boards. with various institutes approved by Training Head for the training of new Insurance Applicant. exam scheduling of failed candidates in coordination with BH/AMs with RHR for offer letter generation for FLS of Various training programmes in Branches coordinating with Training manager and BM/BH. various process to Sales team during morning huddle (BSLI Way). timely opening and closing of office premises
KRA2	Extend Legal Compliance and Taxation support	remittance of professional and work contract tax. company on behalf of compliance/HO for hearing matters in labour/consumer court. updates to HO on receipt of any notice from Tax authorities/labour offices/employment exchange/Local municipal offices. statutory displays at branches. 100% compliance of AML guidelines identification and reporting of suspicious & fraudulent operational and financial transactions. to BCP guidelines.
KRA3	Handle Advisor commission process	Updation & handover of Commission chq to Advisors. NEFT with advisors and FLS. commission related queries of advisor. timely receipts and hand-over of TDS certificate to advisors.
KRA4	Provide HR/IT/Admin support	joining and exit formalities for concerned employees at the branch including full and final settlement process. calls in case of downtime/pursue with Corporate IT. and ensure housekeeping security and dispatch services are rendered in an uninterrupted and cost effective manner. physical resource booking like meeting rooms projectors etc.
KRA5	Execute Underwriting and New Business processes	New Business applications as per the SOPs to ensure 100% input accuracy to enhance straight through processing and issuance to submission ratio. speedy pick up of medical reports from medical labs and timely transmission of applications medical reports requirements via scanning and indexing with 100% accuracy. with head office process owners/vendors to facilitate faster issuance. timely and accurate updation and delivery of policy documents/refund cheques in adherence to set standards.
KRA6	Provide prompt accurate and courteous Customer Service	1st contact resolution at the branch for all internal & external customers & track requests through prescribed systems ensuring 100% accuracy and timely closure. claims documentation as per set guidelines and coordination with sales force and claimant for speedy fulfilment of claim requirements. 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. 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.	NEFT enrolment for internal & external customers in Persistency drive by sharing data with sales force & contacting customers for the allocated data base. use of self help tools like Go Green ECS activation alternate payment options by customers. contactability of the customers by collecting contact details. in cost savings initiatives. endeavour towards containing Freelook/ Surrender / withdrawal at branches by convincing customers. 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	& pursue cheque dishonour cases with the respective sales team members / customer both at new business & renewal stage & strive for repayment to conserve the revenue. & report fraudulent claims by providing proof / information to Claims team and get involved with the investigation as much required and sought. Fraudulent / Fake Policies from issuance by Branches by controlling the document verification and reporting to Compliance & UW cost (on controllable expenses) at Branches on Electricity Stationery Photocopying Staff Welfare Other Miscellaneous Expenses etc
KRA9	Execute Advisor Licensing process & extend Sales Support	time right application processing for New advisor and license renewal BM on Recruitment plan is executed properly and the candidates are nominated for Pre Licensed training & distribute sales management MIS including data maintenance from Receipt Writer and Sales Portal to the concerned. for execution of reward & recognition programs for sales force through MIS & communications to branch sales force as required by the Branch Head. Branch Head to follow up for New Business Application requirements with the sales force of the branch Pool laptops for agency managers sales promotion material & activities at the branch level including stock management. Management of marketing collateral HO in fraud and compliance investigation pertaining to FLS and advisors Branch Head to follow up for New Agent licensing requirements at new business and renewal stage with the sales force of the branch 11. Coordinate FLS coding and FLS tagging with HO