Customer Service Executive, Ramagundam

Aditya Birla Sun Life Insurance

About the Role

Responsible for day-to-day operational, financial, commercial, and administrative activities of the branch. Ensuring 100% compliance to regulatory and organizational guidelines.

Key Responsibilities

• Execute financial processes timely with 100% accuracy:
• Execute receipting, banking, and reconciliation processes accurately for policy cash/cheque/DD within timelines.
• Detection of fake notes to avoid operational loss.
• Cheque dishonor management.
• Safe custody of safe and cash box keys, and office keys.
• Timely reconciliation of branch assets.
• 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.
• Encourage NEFT registrations of vendors.
• Support lease agreement registration and renewal process.
• Coordinate new branch setup with IT, Infra, Banking, ZOPS, and DSF for smooth functioning.
• Extend legal, compliance, and taxation support:
• Timely remittance of professional and work contract tax.
• Represent the company for hearings in labor/consumer court on behalf of compliance/HO.
• Provide timely updates to HO on receipt of notices from tax authorities, labor offices, employment exchange, or 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 and handover of commission cheques to advisors.
• Encourage NEFT with advisors and FLS.
• Resolve commission-related queries of advisors.
• Ensure timely receipts and handover of TDS certificates to advisors.
• Provide HR/IT/Admin support:
• Manage joining and exit formalities for concerned employees, including full and final settlement.
• Log calls in case of downtime/pursue with Corporate IT.
• Monitor and ensure housekeeping, security, and dispatch services are rendered uninterrupted and cost-effectively.
• Handle physical resource booking (e.g., meeting rooms, projectors).
• Execute underwriting and new business processes:
• Scrutinize new business applications as per SOPs to ensure 100% input accuracy.
• Arrange speedy pick-up of medical reports from medical labs.
• Timely transmission of applications, medical reports, and 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.
• Provide prompt, accurate, and courteous customer service:
• Ensure 1st contact resolution at the branch for all internal & external customers and track requests through prescribed systems ensuring 100% accuracy and timely closure.
• Scrutinize claims documentation as per set guidelines and coordinate with the sales force and claimant for speedy fulfillment of claim requirements.
• Ensure 100% accurate and timely scrutiny & processing of reinstatement, fund switch, financial payout requests & other customer requests on the same day.
• Verify customer identity & signature to establish genuineness of the transaction.
• Proactively participate in data cleansing exercises for both internal & external customers regarding bank details, PAN card information, contact details & undelivered communications.

Job Context & Major Challenges

• Consistent delivery of 100% accuracy across a wide range of activities amid rapidly changing processes, diverse organizational guidelines, adaptation to regular extended working hours, seasonal & unpredictable spikes 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 bandwidth and connectivity issues.
• Handling sales behavior effectively to ensure compliance with internal and external guidelines.

Dimensions

• Input Accuracy Target: 90% (Inclusive of Medical and Non-Medical cases)
• Petty Cash: 15-25 Thousand Monthly

Requirements & Tech Stack

• Operating multiple systems (in excess of 15)
• AML guidelines
• BCP guidelines
• NEFT
• PAN card Information