Aishwarya Saraf

• Supported UnitedHealthcare members by handling healthcare insurance inquiries related to claims, eligibility, benefits, prior authorizations, and policy coverage.
• Assisted customers with claim status, denials, appeals, reimbursements, deductibles, co-pays, and pre-authorizations, ensuring accurate first-call resolution.
• Utilized Genesys for call handling and Citrix to securely access healthcare applications and customer information while maintaining HIPAA compliance.
• Maintained accurate case documentation in CRM systems while adhering to quality standards, data privacy requirements, and service-level agreements (SLAs).
• Consistently achieved key performance metrics, including AHT, CSAT, FCR, quality scores, and productivity targets.
• Assisted customers with mortgage-related inquiries, including loan servicing, payment status, escrow, account maintenance, and general loan information.
• Resolved customer concerns by reviewing mortgage accounts, explaining loan terms, and ensuring compliance with company policies.
• Promoted as a Subject Matter Expert (SME) by providing real-time floor support, resolving process queries, mentoring team members, and assisting with new hire onboarding.
• Developed in-depth product knowledge to accurately resolve complex customer issues while ensuring compliance with healthcare policies and quality standards.
• Managed a blended process involving voice and non-voice support, delivering timely and effective customer resolutions.
• Investigated and resolved claim escalations, coordinating with internal departments to expedite issue resolution and enhance customer satisfaction.
• Monitored customer surveys and feedback to implement corrective actions addressing service-related issues.
• Managed high-priority escalations involving claims processing, coverage disputes, and member concerns, ensuring adherence to service level agreements (SLAs).
• Maintained high quality, productivity, and customer satisfaction metrics while adhering to HIPAA and data privacy guidelines.

Supported U.S.-based insurance operations for SoFi Insurance, assisting customers with policy onboarding, coverage details, premium payments, and general insurance-related inquiries.

• Managed customer communications through email, phone, and text messages using Genesys, delivering prompt assistance and maintaining a high standard of customer service.
• Managed and sent 40-50 customer emails daily regarding payment tracking, pending premiums, payment reminders, and policy updates, ensuring prompt communication and adherence to turnaround time (TAT) and SLA requirements.
• Handled Homeowners (HO-3/HO-5), Condo (HO-6), Renters (HO-4), Landlord (DP-1/DP-2/DP-3), Auto, and Umbrella insurance policies.
• Assisted customers with policy servicing, renewals, endorsements, cancellations, billing, and coverage-related inquiries.
• Provided claims support by coordinating with carriers and customers to resolve policy and claim-related issues.
• Processed policy updates, verified coverage details, and ensured compliance with carrier underwriting guidelines.
• Tracked pending premium payments, escrow payments, policy issuance, and outstanding documentation.
• Engaged with SoFi Insurance clients to resolve inquiries and enhance customer satisfaction.
• Processed and sent welcome emails and policy documents to new policyholders, facilitating efficient customer onboarding.
• Sent welcome emails, policy documents, renewal notices, payment reminders, and other customer communications.
• Maintained accurate customer records, policy details, and interaction logs in CRM systems (Atlas).
• Worked extensively on carrier portals, including Progressive, Liberty Mutual, Bristol West, and other leading insurance providers.
• Led and mentored a team of 30 associates, ensuring productivity, quality, and SLA compliance.
• Conducted team huddles, one-on-one coaching sessions, and performance reviews to improve individual and team performance.
• Mentored junior analysts, providing guidance and support to foster professional development.

• Delivered exceptional customer support through voice, chat, and email channels for international customers while ensuring high customer satisfaction.
• Resolved customer inquiries related to orders, payments, account management, product information, and service requests within defined SLAs.
• Maintained strong performance on key metrics including CSAT, AHT, FCR, Quality Score, and adherence.
• Accurately documented customer interactions, case updates, and resolutions using CRM systems to ensure seamless follow-ups.
• Handled high call/chat volumes while maintaining professionalism, empathy, and service quality in a fast-paced environment.
• Educated customers on products, services, and company policies, resulting in improved customer confidence and reduced repeat contacts.
• Assisted the Team Leader in managing and supporting a team of 10-15 customer support representatives, ensuring adherence to performance metrics, quality standards, and service level agreements (SLAs).
• Monitored daily team performance, provided real-time guidance, conducted knowledge-sharing sessions, and helped resolve customer escalations to improve productivity and customer satisfaction.
• Acted as the Team Leader's backup during their absence by assigning work, tracking attendance and performance, and coordinating with internal stakeholders to ensure smooth day-to-day operations.
• Followed company compliance, data privacy, and quality assurance standards while handling sensitive customer information.
• Assisted new team members by sharing process knowledge and best practices to improve team performance and productivity.