Customer Services Executive - Branch Operations

Overview

This role involves managing all daily operational, financial, commercial, and administrative tasks within the branch, ensuring absolute adherence to regulatory and organizational standards. The position demands managing and delivering precise activities amidst evolving processes, limited system validations, and operational challenges including extended working hours and unpredictable workload spikes.

Key Responsibilities

• Accurately execute financial transactions such as receipting, banking, reconciliation, and cash management within timeline and process norms.
• Detect counterfeit currency to safeguard against financial loss, and manage cheque dishonour procedures.
• Adeptly handle safe custody responsibilities including keys management for cash and office access.
• Manage vendor relationships, including registration, payment processing, and procurement under compliance guidelines.
• Support branch infrastructure activities like lease agreements, new branch setups, and coordination with IT, facilities, and banking teams for efficient function.
• Coordinate advisor licensing, sales support, training programs, reward and recognition events, and various sales administration duties ensuring timely communication and records maintenance.
• Ensure full compliance with legal, tax, and regulatory requirements such as professional tax remittance, statutory displays, AML guidelines, and respond to relevant government notices.
• Manage advisor commissions including timely processing, query resolution, and TDS certificate issuance encouraging electronic payments.
• Provide HR and administrative support encompassing employee onboarding and exit formalities, IT troubleshooting, housekeeping, security, and resource booking.
• Process underwriting and new business applications with precision to facilitate timely issuance and coordination with medical labs.
• Deliver prompt, accurate customer service resolving internal and external queries, claims processing, and customer data validation with thoroughness.
• Promote revenue conservation and generation through encouraging NEFT enrollments, cost control measures, customer engagement to reduce policy lapses, and active participation in persistency and cost-saving initiatives.
• Detect and report fraudulent activities, prevent fake policies, and manage cost-effective branch operations supporting compliance and audit requirements.
• Support branch manager in recruitment, agent licensing, promotional activities, inventory management, and compliance investigations.

Challenges

• Deliver consistent, error-free results across diverse duties amid rapid procedural changes and limited technological validations.
• Maintain confidentiality in a resource-constrained environment with infrastructure and connectivity limitations.
• Operate multiple IT systems effectively despite bandwidth constraints.
• Manage sales behaviour and ensure strict regulatory compliance.