Life and health Insurance Customer Support
Resume:
Monita K Chand
Avondale, AZ 85323
********.*********@*****.***
PROFILE
Energetic, enthusiastic and experienced in Life & Health Insurance Operations. 18 years of experience at BSP Life Fiji Ltd. This company is one of the reputable and largest life and health insurance company in Fiji Islands. Expertise in providing policy administration and customer support, claims processing and payouts, allocating funds to policy holders accounts, reconciliation of customers accounts. Generate leads from existing customers payouts, locate customers to pay unclaimed monies. Engage with customers through phone call, email and in person to provide them support in relation to their policy accounts. Also good at providing system support to business, resolve system issues and provide solutions to business .Knowledgeable in word, excel,powerpoint,microsoft outlook and an experienced communicator. EDUCATION
Bhawani Dayal Arya College Suva,Fiji Islands
High School Diploma
Academic Honors/Achievements
Certifications
● 2024 - Certificate in successful completion of cash advance project.
● 2019 – Staff of the month – April
● 2019 – Completed Basic Accounting Training conducted by FNU lecturer.
● 2018 – Staff of the month – December
● 2017 – Staff of the Quarter
● 2012 – Obtained certificate in MS access 2010 foundation
● 2012 – Obtained certificate in MS excel 2010 Intermediate RELATED EXPERIENCE
December 2020 - September 2024
BSP Life Fiji Ltd, Suva,Fiji Islands- Assistant Manager Customer Engagement
● Conduct staff mid-year and annual performance appraisal
● Provide direction/coaching to the Customer Engagement Team by delegating and reviewing the work of staff.
● Investigate and solve complex service issues and complaints received and assist the Complaints Management Team with complaints resolution.
● Recommend solutions and provide feedback to respective business units on the voice of the customer.
● Have sound knowledge of all BSP Life’s products, business rules, processes and functionality of the system to be able to effectively serve customers.
● Maintain up-to-date knowledge of industry developments and involvement in networks to strive for competitive edge.
● Responsible for ensuring that staff are adhering to compliance requirements which includes CDD checks and conducting customer risk profiles.
● Monitor and assess a reasonable sample size of daily staff/customer interactions across all platforms to see that we are compliant with Quality Assurance standards.
● Providing guidance, coaching, support for all processes within the Customer Engagement job description.
● Oversee and monitor that all service requests through Common Mailbox, E-mail and Sales teams are in line with Quality Assurance Program standards and BSP Life Way.
● Ensure procedure documentation is current and up to date to ensure business continuity.
● Ensure regular review of access levels are conducted to manage risk.
● Oversee the timely submission of periodic reports used for decision making.
● Oversee resourcing needs of the Customer Engagement Team’s succession planning and supplement staff relief in Life Operations on a need basis.
● To see that the team capitalises on cross selling opportunities proactively for every interaction with the customer across all the communication platforms.
● Identify opportunities for process improvements within team and cross functional teams through weekly icare meetings and department/divisional meetings.
● Communicate company’s goals and strategies so all staff understand their role. September 2019 - December 2020
BSP Life Fiji Ltd, Suva,Fiji Islands - Business Support Analyst
● Understand, log and investigate system applications issues and liaise with relevant Business Units in the successful development of newly required processes necessary to solve identified business needs or problems.
● Able to identify user needs and submit proposals with appropriate functional specifications required for adoption/changes to current and/or new systems, processes and rules with the objective of improving business efficiency, productivity, effectiveness and/or costs to ensure delivery of best services to customers.
● Investigate requests or identified needs for business enhancements and have the ability to identify and develop the business capabilities to effect the required system enhancements or modifications including submitting the best-fit recommendations/solutions.
● Maintain and update system applications and user/business guide documentation, all business operations procedures and rules and assist in the training of users.
● Support the departments’ operational and service activities and act as a consultative communicator of insurance and related business systems functionality and operational procedures where required.
● Develop user acceptance testing requirements, test case outlines and assist in timely planning, organizing and coordination of all resources and test/live environment including guiding and leading users in successfully performing acceptance testing, and ensuring its accuracy in line with the defined requirements / specifications.
● Provide end user training for system enhancements and process changes including preparing the training materials.
● Perform system administration tasks and/or database administration tasks. March 2007 - September 2019
BSP Life Fiji Ltd, Suva,Fiji Islands- Customer accounts clerk/Supervisor
● Data Entry
● Process Refunds
● Credit control process
● Query management
● Suspense management
● Process dishonoured cheques
● Serve clients at the counter
● Work on group renewals.
● Prepare endorsements requesting for payments.
● Build relationship with the Brokers.
● Ensure that all premiums received are applied to policy holders, correct individual accounts within 24hrs and taking into accounts the risk is involved.
● Responsible for clearing unclaimed monies.
● Ensuring high level of accuracy and efficiency.
● Proactive follow-up and communication with Pay Offices on payment discrepancies.
● Resolve all referred clients and internal queries promptly and courteously.
● Responsible for any decision making and accountability for any posting errors committed.
● Participate in all premium management systems development and user training.
● Participate in the ongoing task of the organization culture change for improved performance, customer service mind set, attitude and good work ethics within Premium management department.
● Ensure that service standards are met consistently by trying to achieve more than 90% per month.
● Participate in Team work with other staff in Premium Management Department in other areas and other departments for the achievement of our objectives. SKILLS
Languages English - Fluent, Hindi -Fluent, Itaukei - functional Other Independent, Attention to detail, Customer service, punctual, good command of English,computer literate, mathematical proficiency, fast learner, skills in helping others to solve customer related issues, team player, good judgment, friendly.
Software PC, Microsoft Office, Google, Chrome, Safari, Internet Explorer, Referees
Mr. Ronald Prasad, Head of Life, BSP Life Fiji Ltd, Level 5, BSP Life Centre,Suva. Phone Contact: 7024509 Email: *******@*******.***.**
Mrs. Preetika Anand Maharaj, Business Support Applications Manager, BSP Life Fiji Ltd Level 5, BSP Life Centre Phone contact: 7024646 Email: *********@*******.***.**
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