Customer Service Associate
Real Estate Company
Total des années d'expérience :16 years, 5 Mois
ICICI PRUDENTIAL LIFE INSURANCE COMPANY LTD Nov 09- April 10
Designation: Process Manager- Life Claims (Central Operation)
• Responsible for managing the training and quality of a team of 6 members. Ensuring the team members are updated with latest developments within the process.
• Reviewing and assessing of All Zero death benefit & non-early cases (Life claims) till the payout process.
• Assessing the death claims by identifying the genuine/fraud claims and ensuring strict adherence to the guidelines laid down by the company for claims payout.
• Ensure all documents are proper & complete in respect of death claim payout.
• Maintaining and publishing of MIS as required for monthly Analysis.
• Maintaining exception reports, activity checklist and preparing necessary discrepancy reports pertaining to process gaps to be rolled out to branches across.
• Meeting Audit Requirements.
ICICI PRUDENTIAL LIFE INSURANCE COMPANY LTD Oct 07-Nov 09
Designation: Associate- Branch Operations
• Compliance to Quality of closure & six sigma norms.
• Handled the grievance department for 1 yr wherein identified all escalated complaints received from customers at branch and internal departments and provide required solutions within TAT
• The Pre-Issuance processes i.e. Postpone/ Decline (PODC), Cancellation (CAN), New Business Refund (NBR), Excess Refund (EX), MRTA (Mortgage Reducing Term Assurance) and Lapsed (LA)
• The Post-Issuance processes i.e. Surrender (SU), Free look (FL/ UFL), Transfer of Funds (TOF), Loan (LN) and Partial Withdraw (PW)
• Policy benefits processes i.e. Survival Benefits (SB) and Maturity Refund (AM)
• Reconciliation of all cash and cheques at the branch, End of the day Batch processing and financial Recon.
• Responsible for branch audit
• Assessment of new proposal forms under the underwriting norms of the company.
ICICI PRUDENTIAL LIFE INSURANCE COMPANY LTD April 07-Oct 07
Designation: Executive- Branch Operations
• Handle customers for their servicing queries, requests (inclusive of fund switch/ ATS /CIPS / partial and full surrender of policy /change request/ Free look cancellation / policy cancellation) and complaints.
• Preparing daily and monthly MIS for the processed volumes.
• Responsible for Distribution Operations viz. recruiting process of new advisors as well as their renewal license.
• Face to face interaction with external as well as internal customers.
• Compliance to Quality of closure & six sigma norms.
• Service to sale by preaching the existing or prospective customers for the purpose of new business to the company.
• Ensuring end to end resolution of all the customer interaction. Progression of all their servicing requests & complaints based on the processes & TATs laid down by the company.
• Compliance to KYC & AML documents at branch.
M.B.A in Finance/Marketing (Dual Specialization) -63% - 2007 - ICFAI University