Customer Service Executive - Chembur

Overview

The Customer Service Executive for the Chembur branch is responsible for overseeing the daily operational, financial, commercial, and administrative activities of the branch. The role requires strict adherence to regulatory and organizational standards with the aim of achieving 100% compliance.

Key Responsibilities

• Perform accurate and timely execution of financial duties including receipting, banking, and reconciliation of cash, cheque, and demand drafts.
• Manage petty cash transactions ensuring authenticity and timely recording.
• Maintain safe custody of branch keys (safe, cash box, office keys).
• Detect counterfeit currency to prevent operational losses and oversee cheque dishonor cases.
• Coordinate procurement processes including vendor identification, registration, billing verification, and promotion of NEFT payments to vendors.
• Support branch setup activities by collaborating with IT, Infrastructure, banking, and other departments.
• Handle advisor licensing processes, maintain advisor and FLS contact data, and coordinate training and re-examinations for insurance applicants.
• Provide legal, compliance, and taxation assistance by ensuring timely tax remittances, representing the company in labor or consumer court hearings, and monitoring compliance with anti-money laundering guidelines.
• Manage advisor commission processing, including cheque handovers, TDS certificate issuance, and resolving commission-related queries.
• Oversee HR, IT, and administrative functions such as employee onboarding/offboarding, IT issue logging, facility security, housekeeping, and resource booking.
• Scrutinize new business applications to ensure data accuracy and promote efficient policy issuance and document delivery.
• Deliver prompt and courteous customer service, resolving requests on first contact, and managing claims documentation accurately.
• Drive revenue generation and conservation efforts through activities such as NEFT enrollment, persistency drives, customer engagement, fraud prevention, and cost-saving initiatives.
• Manage inventory and distribution of sales promotional materials and coordinate salesforce-related MIS reporting and reward programs.

Challenges

• Maintaining complete accuracy amidst evolving processes, diverse guidance, extended hours, and volume spikes with limited system safeguards.
• Ensuring confidentiality of information without optimal infrastructure support.
• Operating numerous systems effectively in the face of bandwidth and connectivity problems.
• Handling sales behavior tactfully to preserve compliance.

Additional Information

• Key performance areas include financial process execution, commercial support, legal and compliance assistance, and sales support activities.
• Active participation in company compliance, business continuity planning, and fraud detection is essential.
• Ensuring timely opening and closing of office premises is part of the responsibilities.
• Coordination with head office for processes and training is required.