Salesforce
Ankur Shah, ALMI, ACS
Senior Process Associate
Ghaziabad
Summary
A dedicated and ambitious professional carrying over 5 years of experience in Insurance and Financial Services (U.S. & Canada). Expertise in STD/LTD (Disability Insurance) - End to end Absence Management, Customer Service, Contract Analysis and Claim Establishment. Over the past few years, I have had an opportunity to work in various roles such as Disability Case Manager, Contract Analyst, Disability Payment Specialist and Overpayment Recovery Specialist.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
4
4
Certifications
2
2
Languages
Work History
Process Associate
Sun Life India Service Centre Pvt. Ltd.
Gurgaon
10.2019 - 06.2021
Senior Process Associate
Sun Life India Service Centre Pvt. Ltd.
Gurgaon
07.2021 - Current
- Responsible for the management of group Short-Term Disability (STD) and Long-Term Disability (LTD) claim files.
- Setting up the STD and LTD claim files on various applications.
- To advise and help the claimants in applying for different types of disability benefits such as Canada Pension Plan (CPP) disability benefits/ post-retirement disability benefits, pension benefits, workers’ compensation benefits, and other provincial disability benefits as per their eligibility.
- Meeting month-end reporting objectives and deadlines.
- Partnering with cross-functional teams to conduct thorough discovery and due diligence on existing processes.
- Participating in special projects to increase productivity and making meaningful impact on company and mission.
- Planning and delivering the process training as per schedule, on the job coaching of new hires to help and develop their process knowledge.
- Implementing continuous improvement metrics to streamline workflows and reduce waste.
- Developing standard operating procedures and document workflows to drive current and future processes.
- Providing support to the associates on the escalated cases and handling service recovery situations.
Insurance Associate
MetLife Global Operations Support Center Pvt. Ltd.
Noida
08.2017 - 02.2019
Senior Insurance Associate
MetLife Global Operations Support Center Pvt. Ltd.
Noida
02.2019 - 06.2019
- Handling customer queries via incoming or outgoing calls regarding the disability claim. Direct point of contact for Claimants, Employers, Attorneys and Health Care Providers.
- Reviewing the medical and financial information received on the file.
- Approve and reject disability claim after thorough review.
- Collaborating with the medical professionals regarding the claimant’s medical condition.
- To calculate and apply the adjustments on the claim when the claimant starts receiving income from other sources like Social Security, Employer’s Pension Plan and Workers Compensation Board.
- Handling income-withholding orders, tax levy, child support, alimony, and subpoenas.
- Handling termination and reinstatement of the disability claim.
- Preparing the contract for various insurance products like STD, LTD, AD&D, Critical Illness, Dental, Life and Health.
- Clarified customer issues and determined root cause of problems to resolve service complaints.
- Conducted process training for the Front-Line Manager (FLM), new hires and maintained the performance measures during their learning curve.
- Allocated work to the team and prepared the team reports on a daily basis.
- Worked as a back up Quality Analyst.
- Successfully created SOPs with the help of Knowledge Management Team.
Education
MBA -
01.2022 - Current
Bachelor of Commerce (Hons.) -
07.2014 - 06.2017
Skills
Disability Insurance
Software
Pega
IBM Sessions
Citrix
Tableau
Certification
Associate, Life Management Institute (ALMI) - LOMA
Timeline
French A2 level certified
10-2022
Associate, Customer Service (ACS 101) - LOMA
06-2022
Tableau 2020 A-Z: Hands-On Tableau Training For Data Science, Udemy
03-2022
Indira Gandhi National Open University - MBA,
01.2022 - Current
Associate, Life Management Institute (ALMI) - LOMA
09-2021
Senior Process Associate - Sun Life India Service Centre Pvt. Ltd.
07.2021 - Current
Process Associate - Sun Life India Service Centre Pvt. Ltd.
10.2019 - 06.2021
Senior Insurance Associate - MetLife Global Operations Support Center Pvt. Ltd.
02.2019 - 06.2019
Insurance Associate - MetLife Global Operations Support Center Pvt. Ltd.
08.2017 - 02.2019
Delhi University - Bachelor of Commerce (Hons.),
07.2014 - 06.2017
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