HAZIQ MANZAR

• Managed customer escalations in alignment with Intact Insurance standards, ensuring SLA compliance and high customer satisfaction.
• Monitored sales and service performance metrics, proactively resolving operational challenges to optimize policy placement and client experience.
• Conducted quality assurance reviews to ensure regulatory compliance and adherence to brokerage and insurer guidelines.
• Identified and implemented process improvements to streamline workflows and improve efficiency across sales and service operations.
• Supported business decision-making through strategic analysis, problem-solving, and data-driven insights.
• Advised and educated clients on Intact auto insurance products, coverage options, and endorsements to support informed purchasing decisions.

Handled high-volume inbound First Notice of Loss (FNOL) calls for auto insurance claims.

Captured detailed loss descriptions, including accident details, vehicle damage, injuries, and witness statements.

• Identified potential liability indicators and supported investigation processes through structured fact-finding.

• Explained auto policy coverages, deductibles, limits, and exclusions in clear, customer-focused language.

• Coordinated towing, rental vehicles, inspections, and repair shop referrals, as required.

Provided empathetic customer support while meeting productivity and quality benchmarks.

• Maintained accurate claim documentation to support downstream adjusting and resolution.

• Handled complex customer escalations in high-volume environments.
• Applied de-escalation and judgment in sensitive situations.
• Maintained detailed, compliant case documentation.
• Collaborated with quality teams to improve customer outcomes.