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خلاصہ
Experienced Customer Service Executive and Service Quality Officer with a solid background in CRM industry. Proven Track record in client relationship management, adept at resolving complex issues promptly. Demonstrated leadership across 50 branches, implementing top-tier customer service protocols, and conducting through staff training. Effective communicator with strong problem-solving skills, ensuring maximum customer satisfaction. Holds an MSc in Insurance & Risk Management, with extensive experience in financial services and compliance.
تجربہ
Traineeship Underwriting
1. Responsible for underwriting the new and renewal business of Motor 2. Issuance of cover notes, policies and endorsements as per agreed SOP and TAT 3. To ensure strict compliance of AML, KYC, CNIC verification and other rules specified by SECP 4. Manage and administrator 3s dealership portal for temporary cover notes and its compliance 5. Conducting inspections and arrange tracker installations of various vehicles to be insured 6. Conducting surveys of various sites to be insured and generate the report the regarding major risk involved 7. Liaison with accounts department for issuance of premium receipts, clients advances adjustments, JV adjustments etc. 8. Underwriting reports Financial and non-financial reports 9. Perform addition tasks assigned by management
Customer Service Executive
• Delivering high-quality customer service to clients, ensuring their needs were met promptly & effectively.
• Maintain precise client interactions and transactions to uphold organizational standards of accuracy & compliance.
• Managing a diverse range of inquiries, complaints and service requests with tact and professionalism.
Service Quality Officer
Position is responsible to ensure proper implementation of operational instructions and Banks service policies and guidelines.
Conduct in depth analysis on the monthly performance of branches and suggest action plan to overcome weaknesses.
Enhance service awareness in the attitude and approach of all staff, especially the front line staff.
Customer Facilitation Officer
The position is responsible to look after customer complaints/Request/Queries and arranges to resolve the same in the pre-defined TAT.
Coordination with the other relevant dept. for resolution of the customer complaints
Making Calls to customers regarding their complaints
Managing Information & Complaints mail Boxes
Arranging deposit the refund cheques and following-up with the customer whenever necessary
Arranging to reconcile receipts and payments and arranging refund in case of any excess payment
Coordinate with the sales team for onward resolution of complaints and requests
Arranging the investigating courier activity of the policy documents (TCS/Leopard)
Arranging to print and dispatch request letters to customer
Arranging to resolve policy online portal issues
Maintaining MIS for complaint letter received & routing the same for filing once complaints are resolved
Risk Officer
Assist with the review of data, forms, compliance of policies and procedures and other tasks as directed
Draft policies, job safety analysis (JSA), standard operating procedures (SOPs), and/or standard operating guidelines (SOGs)
Apply loss control problem solving by analyzing claims data to identify risk exposure and trends Perform other work-related tasks as directed
Division in various department Risk assessment & Accounts, Underwriting and Claims
