Customer Service Executive-Chembur

Role Summary

This position supports the branch in managing daily operational, financial, commercial, and administrative work. The role also requires strict adherence to regulatory, company, and compliance requirements at all times.

Role Context and Key Difficulties

The branch executive is responsible for handling a broad mix of operational and administrative duties while ensuring complete accuracy across processes that may change frequently. The role involves working through busy periods, occasional extended hours, and limited system checks, along with maintaining confidentiality even when infrastructure or support is constrained. It also requires managing several systems at once and handling sales conduct in a way that remains aligned with internal and external standards.

Financial and Commercial Operations

The role includes timely execution of financial processes and commercial support activities with full accuracy. This covers receipting, banking, reconciliation of policy cash, cheque, and DD collections, fake currency detection, cheque dishonour handling, safe custody of keys, branch asset reconciliation, and proper control of petty cash. It also involves vendor identification, vendor onboarding, invoice processing, payment follow-up, NEFT promotion for vendors, lease-related coordination, and support for new branch setup with multiple internal teams.

Legal, Compliance, and Tax Support

The incumbent is expected to support statutory and compliance-related work, including remittance of professional and contract tax, coordination for hearings in labour or consumer courts, and escalation of notices received from tax, labour, employment, or municipal authorities. The branch must maintain statutory displays, follow AML expectations, report suspicious or fraudulent activity, and comply with business continuity planning guidelines.

Advisor Commission and Sales Support

The role covers commission processing for advisors, including timely dispatch and follow-up of commission cheques, support for NEFT adoption, resolution of commission queries, and issue of TDS certificates. It also includes support for advisor licensing, renewals, reward and recognition activities, training coordination, MIS preparation, dashboard updates, contact data updates, and branch-level coordination for sales conferences and training events.

HR, IT, and Administration

The position supports branch joining and exit formalities, full and final settlement processing, IT downtime follow-up, housekeeping and security coordination, dispatch support, and booking of resources such as meeting rooms and projectors. It also includes managing office opening and closing processes smoothly.

Underwriting and New Business Processing

This role involves checking new business applications as per SOPs, ensuring high input accuracy, and helping improve straight-through processing and issuance turnaround. Duties include arranging collection and submission of medical reports, scanning and indexing documents accurately, coordinating with head office teams and vendors for faster issuance, and ensuring policy documents and refund cheques are updated and delivered on time.

Customer Service and Request Handling

The incumbent must provide prompt, courteous, and accurate customer service while aiming for first-contact resolution at the branch. Responsibilities include tracking requests in the prescribed systems, checking claim documents, coordinating claim requirements with customers and sales teams, processing reinstatement, fund switch, payout, and other customer requests the same day whenever required, verifying identity and signatures, and supporting data cleansing for customer records such as bank details, PAN information, contact information, and undelivered communication.

Revenue, Retention, and Cost Control

The role contributes to business retention and revenue growth by promoting NEFT enrolment, supporting persistency initiatives, encouraging self-service options, helping reduce free-look, surrender, and withdrawal cases, and engaging customers to promote riders and top-ups. It also includes follow-up on cheque dishonour cases, supporting fraud detection, preventing fake policy issuance through careful document checks, and controlling branch operating costs such as electricity, stationery, photocopying, staff welfare, and other expenses.

Additional Branch Support

Other responsibilities include maintaining pool laptops, managing sales collateral and inventory, supporting recruitment and pre-licensed training nominations, coordinating reward and recognition programs, assisting with new agent licensing requirements, and supporting fraud and compliance investigations involving FLS and advisors.

Working Conditions and Job Challenges

• The job may require regular extended working hours.
• Workload can rise sharply during seasonal or unpredictable volume spikes.
• The role involves operating many systems, sometimes with connectivity or bandwidth issues.
• Confidential records must be protected even when infrastructure support is limited.
• Sales behaviour must be monitored to remain compliant with policy and regulatory expectations.

Key Duties

• Run branch financial, commercial, and administrative processes with high accuracy.
• Handle cash, cheque, DD, banking, reconciliation, and petty cash activities.
• Support vendor onboarding, invoice verification, lease coordination, and branch setup.
• Assist with legal, compliance, AML, tax, and statutory requirements.
• Process advisor commission, licensing, training, and reward-related work.
• Support HR, IT, housekeeping, and office administration tasks.
• Check new business files and coordinate medical and issuance-related actions.
• Deliver accurate branch customer service and same-day request handling where required.
• Support retention, revenue enhancement, and cost control efforts.
• Maintain sales support material, inventory, MIS, and internal coordination activities.

Additional Notes

The role requires careful adherence to internal controls, documentation standards, and timely escalation of exceptions or irregularities. It also expects active coordination with branch leadership, head office functions, vendors, and customers to keep branch operations running smoothly.