Manager
WNS Global Services (Aviva Insurance)
Total years of experience :11 years, 5 Months
Chief Tasks Handled :
As Manager Claims Operations & Anti- Money Laundering Reporting Officer - Aviva Insurance:
Part of a 3 member team who travelled to Republic of Ireland to transition the Aviva Business to India.
Responsible to check Money Laundering activities across all claims departments.
Analyzed reports for discrepancies and suspicious activities.
Review documentation to prevent fraud, money laundering, and identity theft losses.
Responsible to check if the business activities are as per European Union Law on AML and CFT (the Third Money Laundering Directive (2005/60/EC).
Collect suspicious investment transactions within the Aviva Business Off shore unit.
Collate data where the brokers have not submitted proper customer information at the time of introducing New Business. Also use to check on Phishing calls & request On-shore subordinates to call our contact centre & see if the handlers are adhering to Data Protection Guidelines.
Complaints point of contact for Aviva Motor & Life, Pensions & Bonds. Follow complaints procedures as per FSA guidelines & EU regulations.
Strictly adhering to Central Bank of Ireland (FSA) & Data Protection Act (DPA) guidelines and quality norms.
Support development of procedural improvements to maximize effectiveness.
Trained 2 new batches on the current process. Responsible for updating the process maps based on the changes in EU Regulations on Fraud, Money Laundering & Consumer Protection Code.
Certified Accredited Product Adviser from the Insurance Institute of Ireland.
Senior Claims Analyst & Team Fraud Co-ordinator for Aviva Health Insurance :
Entering the claims data into system.
Processing the claims after proper investigation.
Understanding the medical history of the clients.
Resolved problems resulting from claim settlement.
Performed audit of the claims to ensure quality processing.
Delivered timely service to the members, providers, billing departments on the subject of claims.
Trained the team members on various aspects of fraud involved in Medical Claims and also the techniques to detect and prevent them.
Coordinated with the Unit Fraud Team for the branch and function as a link between them and the Claim Handlers for rolling out updates and implementing them.
Conducted team huddles and activities related to fraud prevention.
As Insurance Claims handler - Aviva UK Life, Pensions & Bonds.
Dealing with Life Insurance claims (Single, Joint Life, Whole of Life, Endowments, conventional With Profits, Unit Linked & Term Insurance). Also dealt with Critical & Terminal Illness, Premium & Mortgage Protection Claims.
Dealt with Bond’s Part & Full surrender & Maturity Claims. Explaining & issuing Fund fact sheets.
Pension Maturities, setting up Annuities payments for the pensioners. Sending tax details to HMRC UK which will help in taxation purpose for the individual.
Meeting SLA’s & adhering to Fraud, Money laundering & Compliance Guidelines.
Ensuring the highest satisfaction of the customers with the services provided.
Assisting the MLRO in maintaining Regulatory & process updates.
Responsible for managing a team of 15 advisors on the floor in the absence of the unit manager.
Maintaining the individual reports on the monthly performances & giving feedback.
Involved in the weekly conferences call with the clients in UK to review customer satisfaction and volumes received.
Conduct refresher trainings on product to enhance the performance of the team.
Providing floor support to all advisors during call takings.
Was one of the handlers in implementing Project One & Done.
Ξ Recipient of Excellence Award for the months of September 2006, October 2006 & December 2006.
Personal Dossier
Dec 2002 to Feb 2005 C-CUBED SOLUTIONS PVT LIMITED - India
Client - MBNA USA & First American Corporation USA
Ξ Was part of a team responsible for sales of MBNA Credit Cards & Personal Loans. Outbound calling required.
Ξ Need to achieve targets on a monthly basis.
Ξ Moved to First American Corporation process as the previous was moved to a different centre.
Ξ Was part of a team responsible to check the credit history of US customers who apply for mortgage & other types of loan.
Ξ Fully responsible to protect the Social Security details of the citizens of the United States of America.
Ξ Fully responsible to adhere to the Service level Agreements signed with the client.
Ξ Received Certificate of Appreciation from First American Corporation for providing
outstanding Customer Service.
Attainments: Ξ Received KPI Topper Award for the year 2006.
Ξ Awarded as the best Customer Service adviser for achieving the Customer Satisfaction & Advocacy scores.