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.

2) Dimensions

What are the areas (in quantitative terms) the job has an impact on

Dimension

Remarks

1.

Input Accuracy Target

90%

Inclusive of Medical and Non Medical cases

2.

Petty Cash

15-25 (thousand)

Monthly

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

Execute financial processes timely with 100% accuracy

1. Execute the receipting banking and reconciliation processes accurately for policy cash/Cheque/DD within timelines as per the set process.
2. Detection of Fake note to avoid operational loss
3. Cheque Dishonour Management.
4. Safe custody of both sets of Safe and cash box Keys and one set of office keys.
5. Timely reconciliation of assets of the branch.
6. Ensure genuineness of petty cash spends timely raising and recording.

Provide commercial support

1. Identify local vendors and facilitate their registration as per procurement guidelines.
2. Procurement of vendor bills establishing genuineness and timely payment as per agreement.
3. Encourage NEFT registrations of vendors.
4. Support lease agreement registration and renewal process.
5. 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

1. Timely remittance of professional and work contract tax.
2. Represent company on behalf of compliance/HO for hearing matters in labour/consumer court.
3. Timely updates to HO on receipt of any notice from Tax authorities/labour offices/employment exchange/Local municipal offices.
4. Ensure statutory displays at branches.
5. Ensure 100% compliance of AML guidelines identification and reporting of suspicious & fraudulent operational and financial transactions.
6. Adherence to BCP guidelines.

Handle Advisor commission process

1. Timely Updation & handover of Commission chq to Advisors.
2. Encourage NEFT with advisors and FLS.
3. Resolve commission related queries of advisor.
4. Ensure timely receipts and hand-over of TDS certificate to advisors.

Provide HR/IT/Admin support

1. Manage joining and exit formalities for concerned employees at the branch including full and final settlement process.
2. Log calls in case of downtime/pursue with Corporate IT.
3. Monitor and ensure housekeeping security and dispatch services are rendered in an uninterrupted and cost effective manner.
4. Handle physical resource booking like meeting rooms projectors etc.

Execute Underwriting and New Business processes

1. Scrutinise New Business applications as per the SOPs to ensure 100% input accuracy to enhance straight through processing and issuance to submission ratio.
2. 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.
3. Collaborate with head office process owners/vendors to facilitate faster issuance.
4. Ensure timely and accurate updation and delivery of policy documents/refund cheques in adherence to set standards.

Provide prompt accurate and courteous Customer Service

1. Ensure 1^st contact resolution at the branch for all internal & external customers & track requests through prescribed systems ensuring 100% accuracy and timely closure.
2. Scrutinise claims documentation as per set guidelines and coordination with sales force and claimant for speedy fulfilment of claim requirements.
3. 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.
4. Proactively participate in data cleansing exercise for both internal & external customers in respect of Bank details PAN card Information contact details & undelivered communications .