Pune Division, Maharashtra, India
Senior Customer Service Associate with 2.3 years of experience in insurance customer service, having worked with Concentrix and currently at WNS. Experienced in customer resolution, providing accurate policy and claims information, and delivering compliant solutions in line with company guidelines. Skilled in handling customer inquiries with professionalism, empathy, and a strong focus on customer satisfaction.
Handled end-to-end subrogation and recovery process for motor vehicle insurance claims, from identification to settlement. Analyzed accident reports, claim files, and liability decisions to assess recovery potential and determine appropriate actions. Drafted and issued demand letters, statements of loss, and settlement agreements in compliance with process and client guidelines. Negotiated and coordinated with internal claim handlers, external insurers, third-party carriers, and legal teams to expedite claim recoveries Monitored and followed up on aged recoveries, escalating cases as per protocols to maximize recovery rates. Ensured accurate documentation and reporting of recovery status, negotiation updates, and settlements in client systems. Consistently exceeded recovery targets while maintaining high levels of accuracy and compliance with company policies. Contributed to process efficiency and team performance metrics through proactive followups and continuous improvements.
Worked in an international customer service process for bus ticketing reservations. Assisted customers with booking, cancellation, and rescheduling by guiding them through the website and providing call-based support. Resolved real-time issues related to bus delays, cancellations, and schedule changes while ensuring a positive customer experience. Developed strong customer handling and problem-solving skills and supported training sessions for new associates to ensure effective onboarding.