Customer Service Executive - Ramagundam

Job description

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, .