Customer Service Executive (CSE) - Gangtok

Role purpose

This position is responsible for managing the branch’s daily operational, financial, commercial, and administrative work while maintaining full adherence to regulatory requirements and internal policies.

Working context and key challenges

The role requires steady execution of routine branch activities in a fast-changing environment where accuracy is critical. The incumbent must be comfortable working longer hours when needed, handling unexpected spikes in work, and operating with limited system support and validations.

• Delivering consistently accurate work across varied tasks despite frequent process changes, multiple internal guidelines, and periods of higher workload.
• Protecting confidential records and documents even when infrastructure and support are limited.
• Working across more than 15 systems while dealing with bandwidth and connectivity constraints.
• Managing sales conduct in a way that stays aligned with internal and external compliance standards.

Core responsibilities

• Process branch receipts, banking, and reconciliations for policy cash, cheque, and demand draft collections within defined timelines and with complete accuracy.
• Identify counterfeit currency to reduce operational losses, manage cheque dishonour cases, safeguard branch keys and cash-related keys, and complete branch asset reconciliations on time.
• Verify petty cash usage properly, raise expenses promptly, and maintain accurate records.
• Locate local vendors, support their registration under procurement rules, validate vendor bills, and arrange payments as per agreement terms.
• Promote NEFT registration for vendors and support lease agreement registration and renewals.
• Coordinate new branch setup activities with IT, infrastructure, banking, ZOPS, and DSF teams to ensure smooth branch functioning.
• Support advisor licensing work and sales enablement activities, including reward and recognition coordination and domestic or overseas sales conference support with head office.
• Update advisor and FLS contact details in BSLI online systems, improve contactability after welcome calls, and support CRT-related follow-ups.
• Prepare MIS reports and dashboards related to BSLI processes, coordinate with approved training institutes, schedule re-exams for unsuccessful candidates, and arrange training sessions in branches.
• Assist with offer letter generation through RHR, share process updates during morning huddles, and ensure office opening and closing is completed on time.
• Support legal, compliance, and taxation work by remitting professional tax and work contract tax on time and representing the company in labour or consumer court hearings when required.
• Escalate notices received from tax authorities, labour offices, employment exchanges, or municipal bodies to head office without delay.
• Maintain statutory branch displays, follow AML requirements, report suspicious or fraudulent transactions, and comply with business continuity planning guidelines.
• Handle advisor commission processing, issue commission cheques on time, encourage NEFT usage, resolve commission-related queries, and ensure TDS certificates are handed over correctly.
• Manage HR, IT, and administrative support tasks such as joining and exit formalities, full and final settlement, downtime logging, follow-up with corporate IT, housekeeping, security, dispatch, and physical booking of meeting rooms and projectors.
• Support underwriting and new business by checking applications against SOPs, ensuring input accuracy, and improving straight-through processing and issuance ratios.
• Arrange fast pickup of medical reports, scan and index documents accurately, coordinate with head office teams and vendors for faster issuance, and ensure policy documents and refund cheques are delivered correctly and on time.
• Provide prompt customer service by resolving queries at first contact, tracking requests in the prescribed systems, and ensuring accurate and timely closure.
• Review claims documentation, support claimant and sales coordination, and process reinstatement, fund switch, financial payout, and other customer requests on the same day to avoid gain or loss situations.
• Support customer data cleansing related to bank details, PAN information, contact information, and undelivered communications.
• Help generate and protect revenue by encouraging NEFT enrolment, supporting persistency drives, promoting self-service tools, and increasing customer contactability.
• Work to reduce freelance, surrender, and withdrawal cases by engaging customers and explaining relevant options.
• Support branch sales by promoting riders and top-up options, helping grow premium from existing policies, and contributing to cost-saving initiatives.
• Follow up on cheque dishonour cases with sales teams and customers, assist with fraud detection and investigation, help prevent fake policy issuance through document verification, and monitor controllable branch expenses such as electricity, stationery, photocopying, staff welfare, and other overheads.
• Support recruitment planning, pre-licensed training nominations, sales MIS preparation, reward and recognition programs, new business requirement follow-ups, pool laptop control, branch-level sales material management, inventory tracking, fraud and compliance investigations, new agent licensing follow-ups, and FLS coding/tagging coordination with head office.

Additional notes from the job information

The role places strong emphasis on compliance, confidentiality, accuracy, customer service, branch control, and coordination across multiple internal teams and external partners.

Requirements and expected fit

• Ability to handle daily branch operations with a high degree of accuracy and discipline.
• Comfort with compliance-heavy work, process adherence, and documentation control.
• Capacity to coordinate with internal teams, vendors, customers, sales staff, and head office stakeholders.
• Ability to work across several systems and manage time-sensitive tasks under operational pressure.
• Strong attention to detail for reconciliations, approvals, processing, and record keeping.
• Willingness to work extended hours when business demand requires it.

Workplace expectations

This is an onsite branch-based role in Gangtok, Sikkim. The position involves routine office opening and closing, branch-level coordination, and frequent interaction with customers and internal teams.