Customer Service Executive - Imphal
- Max Life Insurance
- 2 to 4 Yrs
- Imphal
- 4 years ago
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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 1stcontact 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
Employement Category:
Employement Type: Full timeIndustry: Banking / Financial Services Role Category: Customer Service (Domestic) Functional Area: Not ApplicableRole/Responsibilies: Customer Service Executive - ImphalContact Details:
Company: Aditya BirlaLocation(s): Imphal
Keyskills: customer service customer service customer support cse executive
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