Customer Service Executive- Anakapalle

Birla Carbon; Anakapalli; On-site; INR 300,000 - 400,000; Full time

Job summary

Birla Carbon is seeking a Customer Service Executive for their Anakapalle branch. The role involves managing daily operational, financial, and administrative activities, ensuring compliance with guidelines.

Responsibilities include executing financial processes, maintaining customer service excellence, and supporting various branch operations. Candidates must demonstrate attention to detail and robust customer service skills in this dynamic environment.

Qualifications

• Exceptional customer service skills with a focus on accuracy.
• Ability to manage financial operations and compliance processes.
• Strong multitasking ability in a fast-paced environment.

Responsibilities

• Responsible for financial, operational, and administrative tasks at the branch.
• Ensure 100% compliance with internal and external guidelines.
• Provide prompt and courteous customer service to all clients.

Skills

Attention to detail

Customer service

Financial processes

Compliance knowledge

Job description

At the Aditya Birla Group, our Corporate Vision is aligned and intricately woven with our People Vision.

Customer Service Executive - Anakapalle

Designation: – Branch Customer Service Executive
Location: India, Andhra Pradesh, Anakapalle Branch

Job Description

Job Purpose: Responsible for day‑to‑day operational, financial, commercial and administrative activities of the branch, ensuring 100% compliance with regulatory and organizational guidelines.

Job Challenges: • Consistent delivery of 100% accuracy across a wide range of activities amid rapidly changing processes;
• Maintaining confidentiality of information and documentation despite lack of infrastructure and support;
• Operating multiple systems (in excess of 15) despite server bandwidth and connectivity issues;
• Handling sales behaviour effectively to ensure compliance with internal and external guidelines.

Key Result Areas (KRAs)

KRA 1: Execute financial processes timely with 100% accuracy

• Execute receipting, banking and reconciliation processes accurately for policy cash, cheque and DD within timelines.
• Detect fake notes to avoid operational loss.
• Cheque dishonour management.
• Safe custody of both sets of safes and cash box keys; one set of office keys.
• Timely reconciliation of branch assets.
• Ensure genuineness of petty cash spends, timely raising and recording.
• 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 (IT/Infra/banking/ZOPS/DSF) for smooth branch operations.

KRA 2: Advisor Licensing process & extend sales support (appointments 1‑2)

• First time right application processing for new advisor and license renewal.
• Support BM on recruitment plan execution and nominate candidates for pre‑licensed training.
• Prepare & distribute sales management MIS including data maintenance from Receipt Writer and Sales Portal.
• Coordinate reward & recognition programs for sales force through MIS & communications.
• Assist Branch Head to follow up on new business application requirements with the sales force.
• Control pool laptops for agency managers.
• Manage 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 on new Agent licensing requirements.
• Coordinate FLS coding and FLS tagging with HO.
• Coordinate for advisor/FLS reward and recognitions and for domestic & overseas sales conferences.
• 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 situation of dashboards.
• Coordinate with institutes for training new insurance applicants.
• Re‑exam scheduling of failed candidates.
• Coordinate with RHR for offer letter generation for FLS.
• Arrange various training programmes in branches.
• Download process to sales team during morning huddle.
• Ensure timely opening and closing of office premises.

KRA 3: 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 with AML guidelines, identification and reporting of suspicious & fraudulent transactions.
• Adhere to BCP guidelines.

KRA 4: Handle advisor commission process

• Timely updation & handover of commission cheque 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.

KRA 5: Provide HR/IT/Admin support

• Manage joining and exit formalities for 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 uninterrupted and cost‑effective.
• Handle physical resource booking like meeting rooms, projectors.

KRA 6: Execute underwriting and new business processes

• Scrutinise new business applications as per SOPs to ensure 100% input accuracy.
• Arrange speedy pick‑up of medical reports and timely transmission of reports via scanning.
• Collaborate with head office process owners/vendors to expedite issuance.
• Ensure timely and accurate updation and delivery of policy documents and refund cheques.

KRA 7: Provide prompt, accurate and courteous customer service

• Ensure first‑contact resolution at the branch for all internal & external customers & track requests.
• Scrutinise claim documentation as per guidelines and coordinate with sales force and claimant for speedy fulfilment.
• Ensure 100% accurate and timely scrutiny & processing of reinstatement, fund switch, financial payout and other requests on the same day.
• Proactively participate in data cleansing exercise for customer bank details, PAN details, contact details etc.

KRA 8: Contribute to revenue generation & conservation

• Encourage NEFT enrollment for internal & external customers.
• Participate in persistency drive by sharing data with sales force & contacting customers.
• Encourage use of self‑help tools like Go Green, ECS activation, alternate payment options.
• Enhance contactability of customers by collecting contact details.
• Participate in cost savings initiatives.
• Contain Freelochk/ surrender / withdrawal at branches.
• Engage visiting customers to enhance revenue generation.

KRA 9: Continue revenue generation & conservation

• Intimate & pursue cheque dishonour cases with respective sales team members & customers.
• Identify & report fraudulent claims; involve Claims team in investigation.
• Prevent fraudulent policies from issuance by controlling document verification and reporting to compliance & underwriting.
• Save cost on controllable expenses at branches (electricity, stationery, etc.).