Customer Service Executive - DSF - Keonjhar

Birla Carbon; Odisha; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Birla Carbon in India is seeking a Branch Operations Specialist to oversee day‑to‑day financial, commercial and administrative activities, ensuring 100% regulatory compliance.

This role requires handling multiple systems, coordinating with HO for licensing, audits, HR/IT/admin support, and driving accuracy across processes amid changing guidelines.

Adeptness in vendor management, cash controls, reconciliation and compliance with AML/BCP guidelines will be essential for success.

Responsibilities

• Execute financial processes timely with 100% accuracy.
• Provide commercial support including receipting, banking, reconciliation, and vendor management.
• Coordinate advisor licensing process and extend sales support.
• Extend legal, compliance and taxation support.
• Provide HR/IT/Admin support at the branch.

Job description

Job Description:

Job Purpose

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

Job Context

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

Job Challenges

• Consistent delivery of 100% accuracy across wide range of activities amid rapidly changing processes, diverse organizational guidelines, adaptation to regular extended working hours, seasonal & unpredictable 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 bandwidth and connectivity issues.
• Handling sales behaviour effectively in order to ensure compliance to internal and external guidelines.

Key Result Areas

• KRA1 A. Execute financial processes timely with 100% accuracy.
• B. Provide commercial support
  • 1. Execute the receipting, banking and reconciliation processes accurately for policy cash/Cheque/DD within timelines as per the set process.
  • 2. Detection of fake note to avoid operational loss.
  • 3. Cheque dishonour management.
  • 4. Safe custody of both sets of Safe and cash box keys and one set of office keys.
  • 5. Timely reconciliation of assets of the branch.
  • 6. Ensure genuineness of petty cash spends, timely raising and recording.
  • 7. Identify local vendors and facilitate their registration as per procurement guidelines.
  • 8. Procurement of vendor bills, establishing genuineness and timely payment as per agreement.
  • 9. Encourage NEFT registrations of vendors.
  • 10. Support lease agreement registration and renewal process.
  • 11. New branch set up‑coordination with various functions like IT/Infra/banking/ZOPS/DSF for smooth functions of branch.
• KRA10 Execute Advisor Licensing process & extend sales support:
  • 1. Coordinate for advisor / FLS reward and recognitions and for domestic & overseas sales conference with HO.
  • 2. Contact updation in BSLI online of advisors and FLS.
  • 3. Contactability enhancement at NB stage, post welcome call followed by CRT.
  • 4. Preparation of various MIS related to BSLI Way and updation of various dashboards.
  • 5. Coordination with various institutes, approved by Training Head, for the training of new insurance applicant.
  • 6. Reexam scheduling of failed candidates in coordination with BH/AMs.
  • 7. Coordination with RHR for offer letter generation for FLS.
  • 8. Arrangement of various training programmes in branches coordinating with Training manager and BM/BH.
  • 9. Downloading various processes to sales team during morning huddle (BSLI Way).
  • 10. Ensure timely opening and closing of office premises.
• KRA2 Extend Legal, Compliance and Taxation support
  • 1. Timely remittance of professional and work contract tax.
  • 2. Represent company on behalf of compliance/HO for hearing matters in labour/consumer court.
  • 3. Timely updates to HO on receipt of any notice from tax authorities/labour offices/employment exchange/local municipal offices.
  • 4. Ensure statutory displays at branches.
  • 5. Ensure 100% compliance of AML guidelines, identification and reporting of suspicious & fraudulent operational and financial transactions.
  • 6. Adherence to BCP guidelines.
• KRA3 Handle Advisor commission process
  • 1. Timely updation & handover of commission cheque to advisors.
  • 2. Encourage NEFT with advisors and FLS.
  • 3. Resolve commission related queries of advisor.
  • 4. Ensure timely receipts and hand-over of TDS certificate to advisors.
• KRA4 Provide HR/IT/Admin support
  • 1. Manage joining and exit formalities for concerned employees at the branch, including full and final settlement process.
  • 2. Log calls in case of downtime/pursue with Corporate IT.
  • 3. Monitor and ensure housekeeping, security and dispatch services are rendered in an uninterrupted and cost effective manner.
  • 4. Handle physical resource booking like meeting rooms, projectors, etc.
• KRA5 Execute Underwriting and New Business processes
  • 1. Scrutinize New Business applications as per the SOPs to ensure 100% input accuracy to enhance straight through processing and issuance to submission ratio.
  • 2. 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.
  • 3. Collaborate with head office process owners/vendors to facilitate faster issuance.
  • 4. Ensure timely and accurate updation and delivery of policy documents/refund cheques in adherence to set standards.
• KRA6 Provide prompt, accurate and courteous Customer Service
  • 1. Ensure 1st contact resolution at the branch for all internal & external customers & track requests through prescribed systems ensuring 100% accuracy and timely closure.
  • 2. Scrutinize claims documentation as per set guidelines and coordination with sales force and claimant for speedy fulfilment of claim requirements.
  • 3. 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.
  • 4. Proactively participate in data cleansing exercise for both internal & external customers in respect of bank details, PAN card information, contact details & undelivered communications.
• KRA7 Contribute to Revenue Generation & Conservation
  • 1. Encourage NEFT enrolment for internal & external customers.
  • 2. Participating in Persistency drive by sharing data with sales force & contacting customers for the allocated database.
  • 3. Encourage use of self‑help tools like Go Green, ECS activation, alternate payment options by customers.
  • 4. Enhance contactability of the customers by collecting contact details.
  • 5. Participate in cost savings initiatives.
  • 6. Actively endeavour towards containing Freelook/ Surrender / withdrawal at branches by convincing customers.
  • 7. 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.
• KRA8 Contribute to Revenue Generation & Conservation (continued)
  • 1. 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.
  • 2. Identify & report fraudulent claims by providing proof / information to claims team and get involved with the investigation as much required and sought.
  • 3. Prevent fraudulent / fake policies from issuance by branches by controlling the document verification and reporting to compliance & UW.
  • 4. Save cost (on controllable expenses) at branches on electricity, stationery, photocopying, staff welfare, other miscellaneous expenses.
• KRA9 Execute Advisor Licensing process & extend Sales Support (continued)
  • 1. First time right application processing for new advisor and license renewal.
  • 2. Support BM on recruitment plan is executed properly and the candidates are nominated for pre‑licensed training.
  • 3. Prepare & distribute sales management MIS including data maintenance from receipt writer and sales portal to the concerned.
  • 4. Coordinating for execution of reward & recognition programs for sales force through MIS & communications to branch sales force as required by the Branch Head.
  • 5. Assist Branch Head to follow up for new business application requirements with the sales force of the branch.
  • 6. Control pool laptops for agency managers.
  • 7. Managing sales promotion material & activities at the branch level including stock management.
  • 8. Inventory management of marketing collateral.
  • 9. Assist HO in fraud and compliance investigation pertaining to FLS and advisors.
  • 10. Assist Branch Head to follow up for new agent licensing requirements at new business and renewal stage with the sales force of the branch.
  • 11. Coordinate FLS coding and FLS tagging with HO.