Dear concern

I have eight years and six months experience related customer services in Insurance and Banking indutry. currently i have been associated with Jubliee life insurace(Head office) since 1-July-2021,  i have done MBA from KASBIT university. 

Job describtion in Dawood Family Takaful (Head Office) 20-Feb-2012 to 28-Oct-2019

Ø  Handling customers problems via calls and e-mails

Ø  Data collection of customer and update MIS

Ø  Communication via e-mail or telephonic conversation

Ø  Process customers payment in PREMIA and DTS software

Ø  Resolve customer’s problem and retain relation.

Ø  Maintain all customers complain and queries record.

Ø  Listen and respond to customers’ needs and concerns

Ø  Initial underwriting, renewal and payment processing

Ø  Recommend potential products or services to management by collecting customer information and analyzing customer needs.

Ø  Directs requests and unresolved issues to the designated resource for timely and effective resolution.

Ø  Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure solution

Ø  Keep records of customer interactions, process customer accounts and file documents

Ø  Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

Ø  Solve Client & Branches queries through Telephonic Conversion

Ø   Deals directly with customers either by telephone, electronically or face to face for complaints and queries.

Ø   Organizes workflow to meet customer timeframes.

Ø  Provides feedback on the efficiency of the customer service process to the management.

Ø  Communication with Branches and clients via Telephone or E-mails

Ø  Prepare client’s Documents and Reinstatement of Lapsed certificates

Ø  Prepares and allocates customer activity reports.

Ø  Communicates and coordinates with internal departments.

Ø  Working with IT for better development of customer services.

Ø  Provide information about products and services and Review or make changes to customer certificates

Ø  Record details of customer contacts and actions taken

Ø  Ensures all complaints are acknowledged in a timely manner and customers are kept informed throughout the complaint process.

Job describtion in HBL 24-Dec-2019 to 26-June-2021 

Ø Listen and resolve customers issue via live calling.

Ø  Dealing all queries related branch banking and credit card.

Ø  Follow verification procedure via Activation or deactivation. 

Ø  Update customers request and complain in Unison and Iris application.

Ø  Intimate Customer problems to complain resolution unit.

Ø  Able to follow communication procedures, guidelines and policies.

Ø  Manage large amounts of incoming calls

Ø  Use telephones to reach out to customers and verify account information.

Ø  Followed-up on customer inquiries not immediately resolved.

Ø  Patiently listens attentively to customer and connects them with the appropriate department to address their needs.

Ø  Keeps sensitive information and financial records private and confidential

Ø   Obtains and evaluate all relevant information to handle product and service inquiries.

Ø  Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service.

Ø  Meets regularly with team lead to give feedback to help improve customer service culture, response time and tools to improve staff experience.

1-July-2021 till onwards Jubilee Life Insurance Head office as an Assistant Executive Group Life Insurance.

To maintain the fluctuation operations i.e. receiving requests from clients and maintaining the record in the systems and do all the relevant correspondence.

To perform billing operations of the assigned corporate clients and prepare a summary of payment schedule on weekly basis.

To monitor, access and process the claims relevant to group life.

To assist in underwriting operations.

Keep record and response customer’s queries/ complain

Update insured data in system

Response customer’s e-mail