Customer Service Executive

Role overview

This position is responsible for the branch’s everyday operational, financial, commercial, and administrative work. The role demands strict adherence to regulatory requirements as well as internal organizational standards.

Key challenges

• Maintain perfect accuracy across a broad set of tasks while processes change frequently, volumes can rise unexpectedly, and working hours may be extended.
• Protect sensitive records and information even when infrastructure and support are limited.
• Work across more than 15 different systems despite issues with bandwidth and connectivity.
• Manage sales conduct in a way that remains aligned with internal and external compliance rules.

Core accountabilities

• Carry out receipting, banking, and reconciliation activities for policy cash, cheques, and demand drafts within defined timelines and with complete accuracy.
• Identify counterfeit currency to reduce operational losses, manage cheque dishonour cases, safeguard branch keys, and ensure branch assets are reconciled on time.
• Handle petty cash carefully, confirming legitimacy of expenses and recording them promptly.
• Support vendor identification and registration, invoice processing, payment follow-up, NEFT enrollment, lease registration and renewals, and branch setup coordination with IT, infrastructure, banking, ZOPS, and DSF teams.
• Coordinate advisor licensing activities and sales support tasks such as contact updates, contactability improvement, MIS preparation, dashboard updates, training coordination, re-exam scheduling, offer letter support, branch training arrangements, and office opening/closing procedures.
• Assist with legal, compliance, and tax-related work, including timely tax remittance, handling notices, supporting hearings, maintaining statutory displays, AML compliance, suspicious transaction reporting, and BCP adherence.
• Manage advisor commission processing, including cheque handover, NEFT encouragement, query resolution, and TDS certificate delivery.
• Support HR, IT, and administration by completing joining and exit formalities, raising IT calls during downtime, overseeing housekeeping, security, dispatch, and managing room or equipment bookings.
• Scrutinize new business files according to SOPs, arrange collection and transmission of medical reports and applications, coordinate with head office and vendors, and ensure accurate policy document and refund cheque delivery.
• Provide responsive customer service by resolving branch-level queries at first contact, tracking requests in prescribed systems, checking claims papers, and processing reinstatements, fund switches, financial payouts, and other service requests on the same day.
• Support data cleansing efforts for customer records such as bank details, PAN information, contact data, and undelivered communication records.
• Help drive revenue by encouraging NEFT enrollment, supporting persistency initiatives, promoting self-service channels and alternate payment methods, improving customer contactability, and reducing freelook, surrender, and withdrawal cases.
• Work with visiting customers to promote riders and top-up options, increase incremental premium, follow up on cheque dishonour cases, and help recover revenue at both new business and renewal stages.
• Identify and report fraudulent claims, help prevent fake policy issuance through document verification, and monitor controllable branch expenses such as electricity, stationery, photocopying, staff welfare, and other miscellaneous costs.
• Support new advisor and license renewal processing, prepare and share sales MIS, coordinate reward and recognition activities, maintain marketing collateral and pool laptop inventory, and assist with fraud and compliance investigations involving FLS and advisors.

Legal, compliance, and operating notes

The role involves representing the company in compliance-related matters, updating head office on notices from authorities, maintaining mandatory branch displays, following AML and business continuity guidelines, and handling day-to-day branch operations with care and confidentiality.

Working style

This is a branch-based role that may require extended working hours, close coordination with multiple internal teams, and careful handling of documentation, systems, and customer interactions.