Customer Support Executive - Guwahati

Role Overview

This position requires managing daily branch operations encompassing financial, commercial, and administrative tasks while ensuring complete adherence to organizational and regulatory standards.

Challenges Faced

• Maintaining flawless execution amid frequently changing procedures, diverse regulations, increased working hours, and unforeseen surges in workload despite limited system validation.
• Ensuring confidentiality of sensitive data and documents without adequate infrastructure support.
• Operating over 15 systems despite connectivity and server bandwidth challenges.
• Effectively managing sales personnel to remain compliant with internal and external policies.

Key Responsibilities

• Precisely perform financial tasks like receipting, banking, and reconciliation within set timelines, including detection of counterfeit currency and management of cheque dishonor cases.
• Ensure secure custody of office keys and timely reconciliation of branch assets.
• Manage petty cash spending, vendor identification and registration, procurement processes, vendor payments, lease agreements, and new branch setups through cross-functional coordination.
• Coordinate advisor licensing processes, sales support activities, reward programs, training schedules, and ensure timely office opening and closing.
• Handle legal, compliance, and taxation duties such as timely tax remittances, representing the company in tribunals, maintaining statutory displays, AML compliance, and adherence to business continuity protocols.
• Manage advisor commission processing including updating, disbursal of commission checks and TDS certificates, and resolving related queries.
• Provide HR, IT and administrative assistance including employee onboarding and exit formalities, issue logging with IT, and managing housekeeping, security, and resource bookings.
• Oversee underwriting and new business processes including application scrutiny, prompt collection and transmission of medical reports, and timely policy document delivery.
• Deliver prompt and courteous customer service ensuring first-contact resolution of customer requests, accurate processing of claims and reinstatements, and cleanliness of customer data.
• Drive revenue conservation initiatives such as promotion of NEFT registrations, persistency efforts, cost-saving measures, fraud prevention, and customer engagement for premium enhancement.

Additional Information

• Coordinate sales force recruitment, training, sales MIS preparation, stock and marketing materials management, and support investigations into compliance and fraud.