Jessica John

• Assisted clients with mutual fund transactions, SIPs, account servicing, and investment-related queries, providing accurate and timely support.
• Processed mutual fund purchases, redemptions, switches, SIP registrations, and account service requests with a high level of accuracy.
• Guided customers through KYC verification, KYC updates, account opening, nominee changes, and account maintenance while ensuring regulatory compliance.
• Reviewed customer documents and service forms for completeness, accuracy, and compliance requirements before processing.
• Coordinated with operations and back-office teams to ensure timely processing and settlement of purchase, redemption, and switch transactions.
• Handled customer escalations and complex service requests, investigating issues and coordinating appropriate resolutions within defined timelines.
• Maintained accurate customer records, transaction details, and service requests in CRM systems to support compliance and audit readiness.
• Followed up on pending requests and escalated unresolved cases to relevant teams for prompt closure.
• Responded to customer inquiries through phone, email, and web-based platforms, providing clear information on products, services, and procedures.
• Maintained strong knowledge of mutual fund products, SIPs, account procedures, and service processes to provide accurate customer guidance.
• Recorded product and service complaints, identified recurring issues, and coordinated with appropriate departments for resolution.
• Analyzed customer feedback and recurring service issues to identify opportunities for process improvement and better customer experience.
• Contributed to customer retention and satisfaction through empathetic communication, effective issue resolution, and consistent follow-up.
• Supported branch and customer-service operations through accurate documentation, account verification, and timely communication.

Insurance Claims & Backend Operations

• Processed health insurance claims through non-voice backend operations, reviewing claim documents for accuracy, completeness, policy compliance, and processing requirements.
• Verified and updated health claim records, identified documentation discrepancies, and coordinated corrections to support timely claim processing.
• Managed endorsements, endorsement corrections, policy renewals, cancellations, name changes, and other policy servicing requests with a strong focus on data accuracy.
• Reviewed customer and policy documentation and ensured accurate data entry, record maintenance, and system updates in accordance with internal procedures.
• Managed motor insurance claims through the non-voice claim truncation process, supporting claim assessment, validation, settlement, and closure of eligible claims.
• Reviewed motor claim documents, accident details, policy coverage, repair estimates, and supporting evidence to assess claim eligibility.
• Performed coverage verification, claim validation, and fraud/exception checks in accordance with company guidelines.
• Coordinated with surveyors, garages, branches, claims teams, and internal stakeholders through backend channels to resolve discrepancies and facilitate timely claim processing.
• Reviewed claim calculations considering deductibles, depreciation, policy limits, exclusions, and applicable terms and conditions.
• Monitored pending claims, renewals, endorsements, and service requests, conducting backend follow-ups to meet TAT/SLA requirements and ensure timely closure.
• Handled grievance escalations related to health claims and policy servicing, coordinating with relevant teams for appropriate resolution.
• Prepared MIS reports and operational updates covering claims, renewals, endorsements, pending cases, and process performance.
• Identified documentation gaps and recurring errors and supported process improvements to increase accuracy, reduce delays, and improve service quality.

• Handled inbound customer calls, inquiries, and complaints, providing accurate and professional assistance.
• Promoted banking products, EMI options, and loan services, converting customer inquiries into relevant product opportunities.
• Consistently worked toward and achieved sales targets through effective communication, product knowledge, and influencing skills.
• Provided customers with accurate information regarding banking products, services, eligibility, and application processes.
• Identified customer requirements and recommended suitable financial products and services based on their needs.
• Managed customer interactions efficiently while maintaining service quality and professional communication standards.
• Assisted with day-to-day branch/team operations, collaborating effectively with colleagues to meet business and customer service requirements.
• Managed multiple tasks and prioritized workloads to ensure timely completion within defined deadlines.
• Applied critical thinking and problem-solving skills to understand customer concerns, evaluate available solutions, and resolve issues effectively.
• Adapted quickly to new banking processes, technologies, and software applications in a fast-paced work environment.
• Demonstrated strong time management, organizational, communication, and interpersonal skills while handling multiple responsibilities.
• Maintained a customer-focused approach by demonstrating professionalism, patience, respect, and willingness to assist.
• Successfully worked under tight deadlines and performance-driven environments, maintaining productivity and service quality.

• Resolved customer inquiries at first point of contact, providing prompt, accurate, and professional support.
• Investigated and resolved service-related issues and complex customer concerns through voice, chat, and email.
• Managed customer cases in accordance with service quality standards, response timelines, and escalation procedures.
• Monitored case queues and prioritized urgent requests to maintain timely and consistent issue resolution.
• Escalated sensitive or complex cases to the appropriate teams while maintaining accurate case records and documentation.
• Collaborated with cross-functional teams to investigate complex issues and deliver effective resolutions.
• Reviewed customer feedback and recurring service concerns to identify opportunities for process and service improvements.
• Maintained clear and professional communication throughout the customer interaction and resolution process.
• Contributed to improved customer satisfaction and service quality through timely query resolution and effective follow-up.