Customer Service Executive – Imphal Job in Aditya Birla Group

Aditya Birla Group, Manipur, Openings : 1, Experience : Not Specified
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Job Description :
Updated: May 13, 2022
Location: Manipur, India
Organization: Financial Services

Job Description:
1) Job Purpose

Responsible for day to day operational, financial, commercial & administrative activities of the branch. Ensuring 100% compliance to regulatory and organizational guidelines.

2) Dimensions
What are the areas (in quantitative terms) the job has an impact on?

Dimension

Remarks

1.

Input Accuracy Target

90%

Inclusive of Medical and Non Medical cases

2.

Petty Cash

15-25 (thousand)

Monthly

3) Job Context & Major Challenges
(What are the specific aspects of the job that provide a challenge to the jobholder in the context of the Unit/Zone?

Key Challenges for the role:

  • Consistent delivery of 100% accuracy across wide range of activities amid rapidly changing processes, diverse organizational guidelines , adaptation to regular extended working hours, seasonal & un predictable spike in volumes with limited or no system validations.
  • Maintaining confidentiality of information and documentation despite lack of infrastructure and support
  • Operating multiple systems (in excess of 15) despite server band width and connectivity issues
  • Handling Sales behavior effectively in order to ensure compliance to internal and external guidelines

4) Principal Accountabilities

Accountability

Supporting Actions

Execute financial processes timely with 100% accuracy

  • Execute the receipting, banking and reconciliation processes accurately for policy cash/Cheque/DD within timelines as per the set process.
  • Detection of Fake note to avoid operational loss
  • Cheque Dishonour Management.
  • Safe custody of both sets of Safe and cash box Keys and one set of office keys.
  • Timely reconciliation of assets of the branch.
  • Ensure genuineness of petty cash spends, timely raising and recording.

Provide commercial support

  • Identify local vendors and facilitate their registration as per procurement guidelines.
  • Procurement of vendor bills, establishing genuineness and timely payment as per agreement.
  • Encourage NEFT registrations of vendors.
  • Support lease agreement registration and renewal process.
  • New branch set up- coordination with various functions like IT/Infra/banking/ZOPS/DSF for smooth functions of branch.

Extend Legal , Compliance and Taxation support

  • Timely remittance of professional and work contract tax.
  • Represent company on behalf of compliance/HO for hearing matters in labour/consumer court.
  • Timely updates to HO on receipt of any notice from Tax authorities/labour offices/employment exchange/Local municipal offices.
  • Ensure statutory displays at branches.
  • Ensure 100% compliance of AML guidelines, identification and reporting of suspicious & fraudulent operational and financial transactions.
  • Adherence to BCP guidelines.

Handle Advisor commission process

  • Timely Updation & handover of Commission chq to Advisors.
  • Encourage NEFT with advisors and FLS.
  • Resolve commission related queries of advisor.
  • Ensure timely receipts and hand-over of TDS certificate to advisors.

Provide HR/IT/Admin support

  • Manage joining and exit formalities for concerned employees at the branch, including full and final settlement process.
  • Log calls in case of downtime/pursue with Corporate IT.
  • Monitor and ensure housekeeping, security and dispatch services are rendered in an uninterrupted and cost effective manner.
  • Handle physical resource booking like meeting rooms, projectors, etc.

Execute Underwriting and New Business processes

  • Scrutinise New Business applications as per the SOPs to ensure 100% input accuracy to enhance straight through processing and issuance to submission ratio.
  • Arrange speedy pick up of medical reports from medical labs and timely transmission of applications, medical reports, requirements via scanning and indexing with 100% accuracy.
  • Collaborate with head office process owners/vendors to facilitate faster issuance.
  • Ensure timely and accurate updation and delivery of policy documents/refund cheques in adherence to set standards.

Provide prompt, accurate and courteous Customer Service

  • Ensure 1st contact resolution at the branch for all internal & external customers’ & track requests through prescribed systems ensuring 100% accuracy and timely closure.
  • Scrutinise claims documentation as per set guidelines and coordination with sales force and claimant for speedy fulfilment of claim requirements.
  • Ensure 100% accurate and timely scrutiny & processing of reinstatement, fund switch, financial payout requests & other customer requests on the same day to avoid Gain/Loss. Customer identity & signature to be verified to establish genuineness of the transaction.
  • Proactively participate in data cleansing exercise for both internal & external customers in respect of Bank details, PAN card Information, contact details & undelivered communications, .

Contribute to Revenue Generation & conservation at every single opportunity & instance.

  • 1. Encourage NEFT enrolment for internal & external customers
  • 2. Participating in Persistency drive by sharing data with sales force & contacting customers for the allocated data base.
  • Encourage use of self help tools like Go Green, ECS activation, alternate payment options by customers.
  • Enhance contactability of the customers by collecting contact details.
  • Participate in cost savings initiatives.
  • Actively endeavour towards containing Freelook/ Surrender / withdrawal at branches by convincing customers.
  • Actively engage with visiting customers to enhance revenue generation for the business by way of promoting Riders & top up adding to incremental premium on the existing policies for the Co.
  • Intimate & pursue cheque dishonour cases with the respective sales team members / customer both at new business & renewal stage & strive for repayment to conserve the revenue.
  • Identify & report fraudulent claims by providing proof / information to Claims team and get involved with the investigation as much required and sought.
  • Prevent Fraudulent / Fake Policies from issuance by Branches by controlling the document verification and reporting to Compliance & UW
  • Save cost (on controllable expenses) at Branches on Electricity, Stationery, Photocopying, Staff Welfare, Other Miscellaneous Expenses etc

Execute
Advisor Licensing process & extend Sales Support

  • First time right application processing for New advisor and license renewal
  • Support BM on Recruitment plan is executed properly and the candidates are nominated for Pre Licensed training
  • Prepare & distribute sales management MIS including data maintenance from Receipt Writer and Sales Portal to the concerned.
  • Coordinating for execution of reward & recognition programs for sales force through MIS & communications to branch sales force as required by the Branch Head.
  • Assist Branch Head to follow up for New Business Application requirements with the sales force of the branch
  • Control Pool laptops for agency managers
  • Managing sales promotion material & activities at the branch level including stock management.
  • Inventory Management of marketing collateral
  • Assist HO in fraud and compliance investigation pertaining to FLS and advisors
  • Assist Branch Head to follow up for New Agent licensing requirements at new business and renewal stage with the sales force of the branch
  • Coordinate FLS coding and FLS tagging with HO
  • Coordinate for advisor / FLS Reward and Recognitions and for domestic & overseas sales conference with HO
  • Contact updation in BSLI online of Advisors and FLS
  • Contactability enhancement at NB stage,post welcome call followed by CRT.
  • Preparation of Various MIS related to BSLI Way and updation of Various Dash Boards.
  • Coordination with various institutes, approved by Training Head, for the training of new Insurance Applicant.
  • Re exam scheduling of failed candidates in coordination with BH/AMs
  • Coordination with RHR for offer letter generation for FLS
  • Arrangement of Various training programmes in Branches coordinating with Training manager and BM/BH.
  • Downloading various process to Sales team during morning huddle (BSLI Way).
  • Ensure timely opening and closing of office premises

5) Job Purpose of Direct Reports

NA

6) Relationships (If Applicable)

Internal

Frequency

Nature

Zonal & Head Office Operations & Finance, HR, Infra and procurement, Admin , Sales, Legal and Compliance, IT

Frequency: Regular

Nature: To coordinate for all branch operational and accounting deliverables.

External

Frequency

Nature

Customers
Vendors
Banks
Advisors

Frequency: Transaction Based
Transaction Based / Need based
Need Based
Regular

Nature: To carry out receipting, service customer requests, respond to queries and complaints, convince for retention of business in case of surrender / withdrawal / freelook requests, upsell riders & top ups with visiting customers.

Ensuring vendor deliver as per the SLA
Deposits and follow ups on payment.
Commission Pay Outs, Requirement follow up, process downloads, etc.


Qualifications:
Any Graduate

Minimum Experience Level:
2-4 Years

Report to:
Joint Vice President
Last Date For Apply: 12/Feb/2023 10:02:10 Job Type : Full Time, Employment Type : PermanentApply Here