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Led the issuance, servicing, and quality assurance of commercial line policies, ensuring 100% compliance with company standards and reducing policy errors
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Developed and executed motor and health insurance quote creation and policy issuance processes, increasing policy issuance efficiency and enhancing customer onboarding experience
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Managed endorsement issuance and servicing for motor and health policies, streamlining workflows that decreased processing time and improved policy accuracy
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Directed call desk operations tickets handling raised by internal stakeholder queries monthly, achieving reduction in ticket resolution time and boosting internal customer satisfaction
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Oversaw central logistics for dispatching policy copies, renewal notices, cheque bounce letters, and NCB recovery letters, collaborating with courier services and printers to cut delivery errors and reduce monthly expenses
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Spearheaded resolution of customer grievances and IRDA complaints by coordinating with health and motor claims teams, improving complaint resolution rates by 25% and elevating customer satisfaction scores
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Partnered with cross-functional teams to optimize printing and dispatch provisioning, cost saving while maintaining timely document delivery
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Handling Motor Claim documentation quality check and assessment preparation.
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Co-ordination with payment gateway team as well as internal IT team to integrate internal system for auto payment tagging based on API response .
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Co-ordination with payment gateway team for refund related issues.
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Updating realization status of CMS Cheque and Cash received into the system.
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Refund document checking and tracking Refund NEFT details.
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Tracking and reprocessing of NEFT rejection Refund cases .
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Led AML (PAN card) and CKYC verification processes at the proposal stage, enhancing compliance accuracy and reducing onboarding delays
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Managed NACH and ACH activation workflows, ensuring 100% document quality checks and coordinating payment deductions with banking partners to streamline collections
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Directed cheque bounce cancellation procedures, successfully representing return cheques and archiving physical copies with bank memos
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Oversaw bank reconciliation across multiple accounts, achieving full closure of premium receipts and outstanding balances within stipulated timelines
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Delivered high-quality customer service by resolving fund-related requests and complaints, improving customer satisfaction scores
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Supervised and mentored a professional team of 25 employees, fostering skill development and enhancing operational efficiency
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Acted as the single point of contact (SPOC) for fund mapping and payment-related queries, reducing resolution time
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Coordinated effectively with diverse sales channels and verticals including Banca tie-ups (PSU, private, HFCS, NBCs), Agency, Health, Broking, and OEM to ensure seamless payment operations and communication