Customer Service & Operations Manager

Handled an branch with team size of 16. Responsible for branch operations, claims processing, service queries and escalations, corporate and client meetings, handled grieviances escalated through IRDA & Ombudsman. Also training and motivating the team in terms of increasing branch productivity and also make sure the services provided are at best. Preparing and sharing the MIS with Public Sector Undertakings's (Mediclaim/ Group Insurance) and corporates on time to time basis. Worked in co-ordination with New India Assurance, Oriental Insurance, National Insurance & United India Insurance Companies for AP.

* As Process Associate: Pre-Authorized Payments * Processing request as per customer’s instruction (received through internet / hand written letters / internal memos /request from branches). * Manage team and individual performance against objectives. * Manage work for quality and ensure compliance with audit requirements for respective area as Auditor. * Acquire understanding of relevant process and handle process related query resolution. * Evaluate training needs and develop suitable training modules as a Trainer for the team. * Identify and Escalate potential show stoppers. * Develop and Encourage team to deliver excellent customer service to both internal and external customers.

* Responsible for operational activities that include Underwriting, Financial Reconciliation, Customer Service and Administration for the branch. * Underwriting: Initial scrutiny of application forms, checking completeness of the same along with valid KYC (Know your customer) documents. * Undergone training for Underwriting Standard Medical Cases * Has been nominated for various trainings conducted at state level. * Having Issuance Rights : For Jet cases up to limits: 10 Lakhs * For Non-Jet (Standard Medical) cases up to limits: 5 Lakhs * Took additional responsibility on project basis like “Rejection Reduction process” and “Medical Issuance process” to increase the branch productivity as well state. * Handling service desk irrespective of internal or external customers. * Trained new people joining the team for Underwriting, Service and Products. * Also provide training for sales on Underwriting guidelines, Product guidelines and also on Compliance & Audit parameters.

* Technical Support Associate (US-Inbound) * Answer ACD calls and access customers technical support needs and handle/route accordingly for a limited amount of systems. * Provide preliminary technical support on basic operational or maintenance of a personal computers and/or peripherals using documented procedures and available tools. * Use troubleshooting techniques to identify products that are defective and follow guidelines in issuing service calls. * Escalate problems when unable to make proper determination. * Perform callbacks to customers * Log customer calls.