Customer Service Executive

Role Overview

As a Customer Service Executive at Aditya Birla Capital, you will oversee daily operational, financial, commercial, and administrative duties of the branch, ensuring full adherence to regulatory and organizational policies.

Key Impact Areas

• Maintain an input accuracy rate of 90% inclusive of medical and non-medical cases.
• Manage petty cash between 15,000 to 25,000 monthly.

Challenges

• Deliver consistent 100% accuracy across diverse activities amid evolving processes and guidelines.
• Safeguard confidentiality of information despite limited infrastructure.
• Operate multiple systems (over 15) with bandwidth and connectivity constraints.
• Effectively handle sales behavior to ensure compliance with internal and external standards.

Principal Accountabilities

• Financial Operations: Promptly execute receipting, banking, and reconciliation for policy cash, cheques, and demand drafts; detect counterfeit currency; manage cheque dishonor events; ensure secure custody of keys; reconcile branch assets timely; validate petty cash spending and recording.
• Commercial Support: Identify and register local vendors per procurement norms; handle vendor billing and payments; encourage vendor NEFT registration; assist in lease agreement processes; coordinate new branch setups across IT, infrastructure, banking, and other departments.
• Legal, Compliance & Taxation: Remit professional and work contract taxes timely; represent the company in labor and consumer court hearings; report notices from tax and labor authorities; maintain statutory displays; enforce anti-money laundering guidelines and report suspicious transactions; adhere to business continuity planning guidelines.
• Advisor Commission Process: Update and distribute commission cheques timely; promote NEFT payments; address commission queries; provide TDS certificates as scheduled.
• HR, IT & Administration: Manage employee joining/exiting procedures including clearances and settlements; coordinate with IT for system downtimes; oversee housekeeping, security, and dispatch services ensuring cost-effective continuity; manage booking of physical resources like meeting rooms and projectors.
• Underwriting & New Business: Review new business applications meticulously to ensure accuracy; facilitate prompt collection of medical reports and accurate transmission; liaise with head office and vendors for expedited policy issuance; ensure on-time dispatch of policy documents and refunds.
• Customer Service: Provide first-contact resolution for all customer queries; manage and track customer requests with precision; verify and process claims in coordination with sales and claimants; handle reinstatements, fund switches, financial payouts and other requests promptly with appropriate verification; engage in data cleansing efforts for customer information accuracy.