Afroz Malika

• Managed end-to-end claim processing, surrender requests, and document verification.
• Verified KYC, policy documents, bank details, medical records, and claimant proofs.
• Contacted customers via phone/mail for missing documents & clarification.
• Ensured accurate data entry, TAT compliance, and maintained MIS reports.
• Identified discrepancies and escalated suspected fraud cases.
• Followed IRDAI guidelines, SOPs, and audit standards.

• Handled inbound / outbound customer calls and resolved banking queries.
• Performed KYC verification, documentation review, and account updates.
• Managed documentation for insurance applications, nominee updates & service requests.
• Cros-sold CASA, loans, insurance & investment products.
• Maintained call logs, MIS reports, and ensured zero-defect documentation.
• Coordinated with operations teams for faster service resolution.

• Generating leads for credit card sales through cold calling, tele calling and customer
referrals.
• Explaining product features, eligibility, credit limits, and promotional offers to customers.
• Collecting and verifying KYC documents, income proofs and customer details as per RBI &
company guidelines.
• Performing pre-screening of applicants based on credit score, income, profile, and internal
policy.
• Coordinating with credit managers for application approval, verification, and card dispatch.