Customer Service Executive - Gurgaon

Role summaryThis branch-based role is responsible for managing the day-to-day operational, financial, commercial, and administrative work of the location while maintaining full adherence to company rules and regulatory requirements.Job context and key challengesThe position demands dependable execution across a wide variety of tasks in a fast-changing environment. The role involves maintaining high accuracy, working with many systems, handling confidentiality carefully, and adapting to extended hours and volume spikes when required.Deliver consistently accurate output despite changing processes, frequent updates to internal guidelines, limited system validation, and periodic surges in workload.Protect sensitive information and records even when infrastructure or support is limited.Operate more than 15 systems while managing bandwidth or connectivity constraints.Handle sales-related conduct in a way that remains aligned with internal and external compliance requirements.Key responsibilitiesCore work includes financial processing, branch support, compliance activities, customer service, underwriting support, advisor servicing, and administrative coordination.Financial and commercial operationsComplete receipting, banking, and reconciliation work for policy cash, cheque, and demand draft collections within defined timelines and with complete accuracy.Identify counterfeit currency to reduce operational risk.Manage cheque dishonour cases.Safeguard safe keys, cash box keys, and office keys.Perform timely reconciliation of branch assets.Check petty cash spending for legitimacy and ensure it is recorded and submitted on time.Identify local vendors, support their onboarding as per procurement rules, and process vendor bills after verifying genuineness and agreement terms.Promote NEFT registration for vendors.Support lease agreement registration and renewal.Coordinate new branch setup with IT, infrastructure, banking, ZOPS, and DSF teams so branch functions run smoothly.Legal, compliance, and taxation supportEnsure timely payment of professional tax and work contract tax.Represent the company in hearings related to compliance matters before labour or consumer courts when required.Inform head office promptly if notices are received from tax authorities, labour offices, employment exchanges, or local municipal bodies.Keep all statutory branch displays in place and updated.Maintain full compliance with AML norms and report suspicious or fraudulent operational and financial transactions.Follow business continuity planning guidelines.Advisor commission handlingUpdate and hand over commission cheques to advisors on time.Encourage NEFT payments for advisors and FLS.Resolve commission-related queries raised by advisors.Collect and pass on TDS certificates to advisors within timelines.HR, IT, and administration supportManage joiner and exit formalities for branch employees, including full and final settlement support.Raise IT tickets for downtime and follow up with corporate IT.Oversee housekeeping, security, and dispatch services so they remain uninterrupted and cost-effective.Arrange physical resources such as meeting rooms and projectors.Underwriting and new business supportReview new business applications against SOPs to maintain input accuracy and support straight-through processing and issuance.Arrange quick collection of medical reports from labs and ensure applications, reports, and requirements are scanned and indexed accurately before transmission.Work with head office process owners and vendors to speed up policy issuance.Ensure policy documents and refund cheques are updated and delivered on time as per standards.Customer serviceProvide first-contact resolution at the branch for internal and external customers, tracking every request in the prescribed system with accuracy and timely closure.Check claim documents as per guidelines and coordinate with the sales team and claimant to complete requirements quickly.Process reinstatement, fund switch, financial payout, and similar customer requests on the same day with complete accuracy, including verification of customer identity and signature.Support data cleansing for internal and external customer records such as bank details, PAN information, contact details, and undelivered communications.Revenue support and retentionPromote NEFT enrolment for internal and external customers.Support persistency efforts by sharing customer data with the sales force and contacting assigned customers.Promote self-service options such as Go Green, ECS activation, and alternate payment methods.Improve customer contactability by updating contact details.Contribute to cost-saving initiatives.Work to reduce freelook, surrender, and withdrawal cases by speaking with customers.Engage branch visitors to increase revenue through riders and top-ups on existing policies.Fraud prevention and expense controlFollow up cheque dishonour cases with the customer and relevant sales team to protect revenue.Identify suspicious claims and share evidence or information with the claims team, supporting investigations where needed.Prevent fake or fraudulent policies from being issued by strengthening document verification and escalating concerns to compliance and underwriting teams.Control branch operating costs such as electricity, stationery, photocopying, staff welfare, and other miscellaneous expenses.Advisor licensing and sales supportProcess advisor applications and renewal cases correctly on the first attempt.Support branch management in executing recruitment plans and nominating candidates for pre-licensing training.Prepare and share sales MIS using data maintained from Receipt Writer and the Sales Portal.Coordinate reward and recognition programs through MIS and communication support.Assist the Branch Head in following up on new business application requirements with the sales team.Control pool laptops for agency managers.Manage sales promotion materials and branch-level marketing inventory.Support head office investigations related to fraud and compliance involving FLS and advisors.Coordinate agent licensing requirements for new business and renewal stages.Handle FLS coding and tagging with head office.Support advisor licensing processes, training coordination, contact updates, dashboards, and related MIS work.Arrange training sessions, reward and recognition activities, and domestic or overseas sales conferences as needed.Share process updates with the sales team during morning huddles and ensure office opening and closing happen on time.Additional working expectationsThe role may require extended working hours and close attention to process changes, operational spikes, and multiple simultaneous tasks.Terms and conditionsNo salary or stipend amount was specified in the source. The role is a full-time onsite position based in Gurgaon, Haryana, India.