Headline

Assistant Manager at WNS Global Services | Claim Investigator | Insurance Expert

Location

Bengaluru

Work experience

Assistant Manager at WNS, Nov 2024 - Present · 1 yr 7 mos, On-site

Lead Associate Operation at WNS, Jul 2018 - Nov 2024 · 6 yrs 5 mos, Hybrid, • Handling Personal Injury Motor claim for UK insurance company. (Zurich) • Analyze the performance of each team member and provide aid where necessary. • Work alongside the UK operational team to ensure communication and operations are aligned. • Managed the Motor Bodily injury claim process for Personal Lines, Commercial Brokers & Global corporate (Market Facing Unit). • Review the operations on a daily basis, ensuring schedules are met and all tasks are accomplished. • Worked with Motor claims Handlers and Subject Matter expertise to manage all operational aspects of the department which includes coordination of resources, allocation of work, and management of performance. • Handled process post liability admission, repudiation, making offers/negotiating offers for bodily injury, Delegated handling, and Northern Ireland / Scottish claims in Motor. • Successfully identified and investigated several multi-claim fraud. • Investigated and analyzed complex coverage issues and claims referred to the Special Investigative Unit for potential fraud. • Reviewed and analyzed suspicious and potentially fraudulent insurance claims. • Trained other claims staff members on proper handling and evaluation of suspicious and potentially fraudulent claims. • Cross-trained and provided backup support for organizational leadership. • Handling complaints from customers. • Support, co-ordinate and foster collaboration between our management team to ensure we are providing a quality service compliant with contractual arrangements and regulatory requirements. • Established open and professional relationships with team members to achieve quick resolutions for various issues • Worked with team to identify areas of improvement and devised solutions based on findings. • Motivating team members and assessing performance. • Challenging process/procedures in context of continuous improvement.

Senior Claims Analyst at WNS, Aug 2012 - Apr 2018 · 5 yrs 9 mos, Bengaluru, Karnataka, India, • Handling Personal Injury Motor claim for UK insurance company. • Identifying fraudulent claims and challenging it using panel Solicitor. • Complete end to end processing of claims for TP insured and releasing payments. • Negotiating the claim settlement offers with the TP solicitors. • Settled minor to complex motor bodily injury claims after monitoring ongoing medical treatment and/or other ongoing procedures for appropriateness. • Work directly with customers and guided them through the claims process and negotiated fair and equitable settlements. • Manage multiple cases simultaneously and document every step of activity for each claim. • Investigated, evaluated, and negotiated motor accident claims, in order to reach fair and equitable settlement for all parties involved in a fast-paced environment. • Reviewed and analyzed suspicious and potentially fraudulent insurance claims. • Reviewed new files to determine current status of injury claim and to develop plan of action. • 'Negotiate claim settlements and make recommendations for legal action when settlements are deemed non-negotiable. • Conducted day-to-day administrative tasks to maintain information files and process paperwork. • Reviewed new files to determine current status of injury claim and to develop plan of action.

Associate at WNS, Jul 2010 - Aug 2012 · 2 yrs 2 mos, Bengaluru, Karnataka, India, • Developed and actualized customer service initiatives to decrease wait times. • Improved operational efficiencies while managing customers requests, store inventory, transactions, new purchase orders and pricing needs. • Achieved high satisfaction rating through proactive one-call resolutions of customer issues. • Responded to customer calls and emails to answer questions about products and services. • Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction. • Answered customer telephone calls promptly to avoid on-hold wait times. • Recommended products to customers, thoroughly explaining details. • Responded to customer calls and emails to answer questions about products and services. • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Customer Service Associate at Firstsource Solutions Limited India, Jun 2007 - Dec 2009 · 2 yrs 7 mos, Bengaluru, Karnataka, India, • Resolved customer queries over phone and by email. • Answering customer queries, concerns, and Complaints promptly and professionally. • Providing accurate and helpful information about product or service. • Assisting customers with billing and payment-related inquiries. • Identifying and resolving customer issues to ensure a positive customer experience. • Providing information about features, benefits, and troubleshooting.

Education

Bachelor of Science - BS, Electronic, Central Board of Secondary Education