Customer Service Executive - DSF - Shillong

Birla Carbon; Shillong; On-site; INR 260,000 - 380,000; Full time

Job summary

Birla Carbon Shillong is seeking a Customer Service Executive - DSF to manage day-to-day branch operations, ensuring compliance with regulatory and internal guidelines. You will handle financial processes, commercial support, and admin duties while coordinating with IT, infrastructure, and sales teams.

The role emphasizes accuracy across diverse processes, handling customer queries, processing payments, maintaining records, and supporting branch activities to drive service quality and regulatory

Qualifications

• Day-to-day operational, financial and administrative activities of the branch.
• Ensure 100% compliance with regulatory and organizational guidelines.
• Adapt to extended working hours and changing processes across multiple systems.

Responsibilities

• Execute receipting, banking and reconciliation for policy cash, cheque and DD within timelines.
• Detect fake notes to avoid operational loss.
• Manage cheque dishonour and safeguard cash keys.
• Reconcile branch assets and ensure genuine petty cash spending.
• Identify and register local vendors and procure/approve vendor bills.
• Remit professional and work contract taxes in a timely manner.
• Represent company in labour and consumer courts.
• Update HO on notices from tax authorities and AML compliance.
• Provide prompt, courteous customer service and resolve first-contact issues.
• Collaborate with head office to speed issuance of policy documents and refunds.

Job description

Customer Service Executive - DSF - Shillong

Job Description

Job Purpose Description

Job Context: 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 and diverse organizational guidelines; adaptation to regular extended working hours, seasonal and unpredictable spikes 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 to ensure compliance with internal and external guidelines.

Key Result Areas

• KRA1 – 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.
  • Manage cheque dishonour.
  • Safeguard keys of safes and cash boxes.
  • Reconcile branch assets.
  • Ensure genuine petty cash spending.
• KRA2 – Provide commercial support:
  • Identify and register local vendors per procurement guidelines.
  • Procure vendor bills and ensure timely payment.
  • Encourage NEFT registration of vendors.
  • Support lease agreement registration and renewal processes.
  • Coordinate new branch set‑up with IT, infrastructure, banking, ZOPs and DSF functions.
• KRA3 – Extend legal, compliance and taxation support:
  • Timely remittance of professional and work contract taxes.
  • Represent company in labour and consumer courts.
  • Update HO on notices from tax authorities.
  • Ensure statutory displays and AML compliance.
  • Adhere to BCP guidelines.
• KRA4 – Handle advisor commission process and provide HR/IT/Admin support:
  • Update and hand over commission checks to advisors; encourage NEFT; resolve queries; deliver TDS certificates.
  • Manage joining and exit formalities at the branch.
  • Log calls for downtime and pursue with Corporate IT.
  • Oversee housekeeping, security and dispatch services; book physical resources.
• KRA5 – Execute underwriting and new business processes:
  • Scrutinise new business applications for input accuracy.
  • Arrange pick‑up of medical reports and timely transmission.
  • Collaborate with head office to speed issuance.
  • Update and deliver policy documents and refund checks.
• KRA6 – Provide prompt, accurate and courteous customer service:
  • Resolve first‑contact issues for internal and external customers.
  • Scrutinise claims documentation and coordinate with sales force.
  • Process reinstatement, fund switch and payout requests on the same day.
  • Participate in data cleansing for contacts and bank details.
• KRA7 – Contribute to revenue generation and conservation:
  • Encourage NEFT enrolment.
  • Participate in persistency drives and data sharing.
  • Promote self‑help tools such as ECS and alternate payment options.
  • Improve customer contactability and collect details.
  • Engage in cost‑saving initiatives.
  • Contain freelance, surrender and withdrawals.
  • Promote riders and top‑ups for incremental premium.
• KRA8 – Contribute to revenue generation and conservation (continued):
  • Intimate and pursue cheque dishonour cases with sales team.
  • Identify and report fraudulent claims.
  • Prevent fraudulent policy issuance.
  • Save cost on controllable expenses.
• KRA9 – Advisor licensing process and extend sales support:
  • Process new advisor licences and renewals.
  • Support recruitment plan and pre‑licensed training.
  • Prepare and distribute sales MIS.
  • Execute reward and recognition programs.
  • Assist branch head with new business application requirements.
  • Manage pool laptops for agency managers.
  • Coordinate marketing collateral and promotional materials.
  • Assist HO with fraud and compliance investigations.
  • Support FLS coding and tagging.
  • Assist branch head with new agent licensing follow‑ups.
  • Coordinate FLS rewards and recognitions.
  • Coordinate domestic and overseas sales conferences.