Branch Service Manager - Ops - Jammu

Birla Carbon; Jammu district; On-site; INR 300,000 - 500,000; Full time

Job summary

Birla Carbon, located in Jammu, India, is seeking candidates for a customer service role that includes responsibilities such as resolving customer queries, handling banking processes, and supporting new business applications. The ideal candidate will manage petty cash and coordinate with various teams to ensure seamless operations. Strong communication and organizational skills are essential for success in this position.

The role emphasizes customer engagement, efficiency, and adherence to operational guidelines, contributing to overall customer satisfaction and business growth.

Qualifications

• Experience in customer service and handling queries.
• Ability to manage petty cash and vendor reimbursements.
• Strong communication skills and customer engagement.

Responsibilities

• Resolve customer queries and provide satisfactory resolutions.
• Handle banking and reconciliation processes accurately.
• Manage petty cash and vendor payments according to guidelines.
• Support Advisors in servicing and commission queries.
• Facilitate new business log-in and ensure adherence to guidelines.

Job description

Designation :

Location : India Jammu and Kashmir ABHI Jammu

Job Description:

• A Comprehensive Incentivized Wellness Program that will attract the young and health conscious and will motivate, guide and reward them to stay healthy
• A Chronic Care Management Program to cater to the unmet needs of a growing Indian population of those suffering from chronic lifestyle conditions like Diabetes, Asthma, High Cholesterol and Hypertension from Day 1
• ABHICL serves as an enabler and influencer of health and healthcare choices that customers make, in addition to being a payer of healthcare expenses. Thus, ABHICL would act like a much needed catalyst to grow the prevalent health insurance landscape in India through product innovations and a wider choice of consumer relevant products.
• ABHICL’s vision has always been digital. The company has been successful in adopting paper-less approach right from identifying to on-boarding to delivering seamless experience of its customers & employees.
• Resolving Walk-in customer queries in time with satisfactory resolution
• Resolving Active agent’s queries in time with satisfactory resolution
• Coordination with COPS for sales and customers query resolution
• Follow-up with sale for Issuance in agreed TAT
• Third party processing unite management
• Karvy processing management with utmost accuracy
• Coordination with Medi assist for arranging and smooth performing customers medical

Key Result Areas

Key Result Areas

Supporting Actions

Carry out the receipting process accurately of fresh applications and renewal premium within timelines as per the set process.

• Check applications/policies for payment.
• Issue receipts for fresh application and renewal premium for individual, group and rural business.
• Send original applications & related documents to H.O. /other designated agencies.
• Follow the receipt cancellation process as & when required.

Carry out the banking and reconciliation process of policy cash/Cheque/DD as per guidelines.

• Generate report for cash and cheque collection from system and reconciliation with physical instrument
• Make accurate payment entry & system updation towards cash collections as and when cash premium is received.
• Deposit cash and cheques with authorized bank and file deposit slip.:li>
• Co-ordinate with collection bank for any follow ups.
• Solve reconciliation queries from HO
• Inform H.O.-Banking team, if entire cash or cheque is not picked by bank/collection.

Handle petty cash and third party (vendor) and employee reimbursement as per guidelines.

• Check vendor’s bill and process payment of vendors.
• Handover cheques to vendor on time
• Send petty cash requisition request to H.O.
• Keep petty cash within the specified limit.
• Send EERS and TERS payment vouchers to H.O.
• Perform petty cash and vendor’s ledger reconciliation.

Handle the Advisor’s servicing in coordination with Distribution Management team as per guidelines.

• Hand-over commission cheque to AM/advisor
• Resolve commission queries of advisor in coordination with Distribution Management team as & when needed.
• Co-ordinate with Distribution Management team & commission team at H.O. for any discrepancy.
• Ensure timely receipts and hand-overofTDS certificate to advisors and dispatch the same to concerned team at HO

Handle the New Business log in at the branch as per the New Business and Underwriting guidelines to ensure high levels of input accuracy and support in enhancing the issuance to submission ratio.

• Log in applications at branch and scrutinize as per New Business and Underwriting guidelines in a timely and accurate manner.
• Scanning & In-warding of discrepant free applications for further processing & issuance.
• Dispatch and track applications/ supporting documents to vendor/ HO in a timely manner.
• Coordinate in facilitating medical management in coordination with sales force, PPMC team and medical service providers for faster medical tests by customers and faster movement of medical reports so as to reach underwriting team in least possible time.
• Highlight cheque dishonor, free look and cancelled applications to the sales force.
• Coordinate with head office process owners/vendors to facilitate faster decision and better internal / external customer service through faster issuance of policies.
• Support co- team members and sales force on new business and underwriting guidelines for smooth functioning of entire operations value chain
• Ensure local dispatch / hand delivery of undelivered policy documents forwarded to the branch.

Act as a SPOC between Customer and Head office to ensure speedy and quality customer service.

• Engage with the customer who walks in to the branch.
• Ensure 1 st contact resolution for customers service related requests and record & track those requests through prescribed systems and ensure closure in coordination with process owners
• Process / forward customers requests as per company guidelines and coordinate with Head Office / vendors as per the timelines prescribed to facilitate faster resolution.
• Track all branch level customers query and complaints and coordinate with Head Office Process owners for closure.
• Share feedback & suggestion received at branch to improvise customer service via channels specified by company.
• Visit customers as per directives of zonal / head office operations on need basis to resolve customer complaints / increase persistency.
• Scrutinize claim documentation as per set guidelines and coordination with sales force and claimant for speedy fulfillment of claim requirements.

Provide support in Customer Services & Persistency Management.

• Update contact details of policy holders and intermediaries in the system through coordination with sales force and customers during customer visits to the branch.
• Facilitate renewal collection in coordination with sales force by ensuring that renewal information reaches branch sales force.
• Participate in promotional activities for alternate mode of payments & initiatives on automated self help for customers.
• Manage of Operations related communication materials for facilitation of customer service & persistency initiatives.
• Facilitate servicing of No Advisor Policy by assigning such policies to retention team.
• Process policy reinstatement requests & process as per set guidelines.
• Participate in data cleansing exercise for both internal & external customers based on undelivered communications.

Handle MIS, process and document management pertaining to Operations & Accounts.

• Ensure safe custody and management of all policy related documents, tracking and record management.
• Ensure all existing and new operations processes are implemented and managed as per zonal operations guideline and are complaint to the internal audit guidelines.
• Prepare daily, weekly and monthly MIS such as daily collection report, accruals, petty cash report etc.
• Act as whistle blower from branch

Render sales support to Branch Head / Relationship Head to ensure smooth business Issuance.

• 1. Assist Branch Head to follow up for New Business Application requirements with the sales force of the branch
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