Customer Service Executive-Borivali

Role overview

This branch-facing role is responsible for overseeing everyday operational, financial, commercial, and administrative work at the branch while ensuring complete adherence to regulatory as well as internal company standards.

Work context and key challenges

The position calls for accurate execution across a broad set of activities in an environment where procedures can change frequently. The work may involve extended hours during peak periods, irregular spikes in volume, limited system checks, and the need to operate many systems at once despite connectivity or bandwidth constraints. It also requires strong discipline around confidentiality and the ability to manage sales-related conduct in line with policy.

Key responsibilities

The role covers financial processing, branch operations, legal and compliance support, customer service, underwriting support, advisor licensing, and sales support.

• Process receipts, banking, and reconciliation for policy cash, cheque, and demand draft collections within timelines and with complete accuracy.
• Detect counterfeit currency, manage cheque dishonour cases, safeguard key sets for cash, safe, and office access, reconcile branch assets, and ensure petty cash is genuine, recorded correctly, and submitted on time.
• Handle advisor licensing and sales support by maintaining contact records, improving contactability after welcome calls, preparing management information reports and dashboards, coordinating training and re-exams, arranging branch training sessions, and supporting office opening and closing activities.
• Support commercial operations by identifying local vendors, completing vendor registration, processing bills, verifying authenticity, enabling timely payments, encouraging NEFT registration, assisting with lease registration and renewals, and coordinating new branch setup with relevant internal teams and banking/infra/IT functions.
• Provide legal, compliance, and taxation support by ensuring timely remittance of professional tax and work contract tax, representing the company in labour or consumer court matters when required, informing head office about notices from tax, labour, municipal, or employment authorities, maintaining statutory branch displays, ensuring AML compliance, reporting suspicious or fraudulent transactions, and following business continuity procedures.
• Manage advisor commission activities, including timely issuance and handover of commission cheques, encouraging NEFT adoption, resolving commission queries, and ensuring TDS certificates are issued and delivered on time.
• Support HR, IT, and administration tasks such as branch joining and exit formalities, final settlement processing, logging and following up IT issues during downtime, monitoring housekeeping/security/dispatch services, and arranging physical resources like meeting rooms and projectors.
• Scrutinise new business applications according to SOPs to improve input accuracy, support straight-through processing, coordinate retrieval of medical reports, scan and index documents correctly, work with head office teams and vendors to speed up issuance, and ensure policy documents and refund cheques are delivered on time.
• Deliver prompt and courteous customer service by resolving branch queries at first contact, tracking requests in the designated systems, checking claim documents, coordinating with sales teams and claimants, processing reinstatement, fund switch, and financial payout requests on the same day, and validating customer identity and signatures.
• Assist in data cleansing activities for internal and external customers, including bank details, PAN information, contact information, and undelivered correspondence.
• Support revenue generation and retention by promoting NEFT enrolment, participating in persistency drives, encouraging self-service tools and alternate payment options, improving customer contactability, contributing to cost-savings efforts, reducing freelook/surrender/withdrawal cases, and promoting riders and top-up options to existing policyholders.
• Follow up on cheque dishonour cases with sales teams and customers, help identify and report fraudulent claims, prevent fraudulent or fake policy issuance through document verification, and control branch-level controllable expenses such as electricity, stationery, photocopying, staff welfare, and other miscellaneous costs.
• Handle first-time-right processing for new advisor applications and license renewals, support recruitment planning and pre-licensed training nominations, prepare and circulate sales MIS, maintain data from receipt writer and sales portals, coordinate reward and recognition initiatives, support Branch Head follow-ups on new business requirements and new agent licensing, manage pool laptops, maintain sales promotional material and inventory, assist investigations related to fraud and compliance, and coordinate FLS coding, tagging, and sales conferences with head office.

Additional information

The role includes responsibility for safe custody of branch keys, confidential records, statutory compliance, and smooth continuity of branch operations. It also requires close coordination with multiple internal functions and external parties to keep branch processes running without interruption.

Employment type

This is a full-time, onsite position based in Maharashtra, India.

Experience and education

No specific educational qualification, experience band, salary, or number of openings was provided in the source.

Candidate fit

The role suits a detail-oriented professional who can manage branch operations, customer support, compliance, documentation, and coordination work while maintaining accuracy, confidentiality, and process discipline.