Sumaiya Peer Diwan

Functional Responsibilities

• Revenue generation through inbound and outbound telephonic solicitation for pre-underwritten Life and General Insurance products
• Accurately demonstrate product knowledge and answer customer queries related to product/benefit/service
• Ensure that T-A-T commitments are adhered to at all times
• Handle customer’s service requests for associated products in a professional manner
• Generate leads from customer interactions to create future pipelines for business
• Help create goodwill and preserve company reputation
• To provide customer feedback on our propositions and suggest improvements.

Core responsibilities

• Help customers identify and address protection and income gaps and recommend suitable solutions in an efficient, effective and ethical manner
• Accurately record/capture customer information/instruction on system
• Ensure customer information is always secure and up-to-date
• Adhere to the bank’s code of conduct, privacy and other policies

Handled incoming calls from policyholders, responding to inquiries, resolving problems and
correcting policy errors. Provided quotes and executed online policy changes for auto, home
and travel insurance.
AREAS OF EXPERTISE
• Experience of working in a busy, inbound call center environment.
• Responding promptly to customer inquiries and complaints via telephone and email
- always in a professional & efficient manner
• Investigated and resolved service issues and/or product problems.
• Worked with administration: forwarded requests and unresolved issues to the
designated resource by communicating and coordinating with internal departments.
• Kept records of customer interactions and actions taken, including - transactions,
comments, inquiries and complaints.
• Using logical questioning skills in an appropriate manner to obtain the maximum
relevant information from the customer in the minimum effective time.