Customer Service Executive - Anakapalle

Job summary

This role supports the branch in managing daily operational, financial, commercial, and administrative work while maintaining full alignment with company procedures and regulatory requirements.

Role context and key challenges

The position is responsible for ensuring smooth branch functioning across multiple workstreams. The role demands consistently high accuracy, flexibility during busy periods, comfort with extended working hours when needed, and the ability to work across many systems with limited validation support. It also requires strong confidentiality, attention to compliance, and effective handling of sales-related conduct to stay within internal and external rules.

Core accountabilities

• Carry out receipting, banking, and reconciliation for policy cash, cheques, and demand drafts within defined timelines and with complete accuracy.
• Spot counterfeit currency, manage cheque dishonour cases, maintain custody of branch keys and cash-box keys, and complete asset reconciliations on time.
• Verify petty cash expenses, maintain records, and process them promptly.
• Identify local vendors, support vendor registration, validate bills, and ensure payments are made as per agreements and procurement rules.
• Support lease registration and renewal activities and help coordinate new branch setup work with IT, infrastructure, banking, ZOPS, and DSF teams.
• Manage advisor licensing workflows, including new applications, renewals, and training nominations.
• Prepare and circulate sales MIS, maintain data from operational and sales systems, and help with reward-and-recognition communication and execution.
• Support the Branch Head with new business application follow-ups, sales force coordination, pool laptop control, sales material management, and marketing inventory tracking.
• Assist with fraud and compliance reviews related to FLS and advisors, including coding and tagging coordination with head office.
• Coordinate contact updates, contactability improvement activity, training arrangements, re-exam scheduling, offer-letter support, and branch-level training logistics.
• Ensure office premises are opened and closed on time.
• Support legal, compliance, and taxation work such as tax remittances, notice handling, court-related representation when required, statutory display requirements, AML checks, suspicious transaction reporting, and BCP adherence.
• Manage advisor commission processing, NEFT encouragement, query resolution, and delivery of commission cheques and TDS certificates.
• Handle joining and exit formalities, full and final settlements, IT incident logging, housekeeping, security, dispatch, and meeting-room or equipment bookings.
• Scrutinise new business documents against SOPs, ensure accurate data entry, coordinate medical report collection and indexing, and support timely dispatch of policy documents and refund cheques.
• Provide courteous customer service, close requests at first contact wherever possible, process claims and policy changes accurately, and support data cleansing for customer information.
• Help drive revenue protection and generation through NEFT enrolment, persistency support, self-service adoption, customer contact updates, cost-saving efforts, retention initiatives, and promotion of riders and top-up opportunities.
• Track cheque dishonour cases, support fraud detection, prevent fake or fraudulent policies from being issued, and help control branch operating costs.

Challenges in the role

• Maintaining precise output despite frequent process changes and limited system validation.
• Managing confidential information without strong infrastructure support.
• Working across more than 15 systems while facing bandwidth and connectivity issues.
• Balancing compliance requirements with sales support responsibilities.

Additional compliance and operational notes

• Professional tax and work contract tax remittance is part of the role.
• Statutory notices from tax, labour, employment, or municipal authorities must be escalated to head office promptly.
• Branch statutory notices and display requirements must be kept current.
• Timely closure of requests and adherence to process standards are expected throughout.