Arnav Dixit
Gurgaon
Summary
Dynamic team leader with a proven track record at Metlife, excelling in stakeholder engagement and quality improvement. Expert in managing high-volume insurance claims, ensuring accuracy and compliance. Adept at complex problem solving, driving operational excellence, and enhancing customer satisfaction through effective relationship management.
Overview
1
1
Language
6
6
years of professional experience
Work History
Team Leader
Metlife
Noida
03.2025 - Current
- Directed 17-member team managing US insurance claims and payment operations across ADA STD and LTD products.
- Oversaw claim payment processing, billing validation, and reconciliation workflows to maintain accurate and timely financial transactions.
- Maintained SLA, TAT, productivity, quality, and accuracy standards across payment and claims operations.
- Ran transaction and billing audit reviews to detect errors, prevent financial leakage, and strengthen process accuracy..
- Partnered with US-based stakeholders and internal teams to clear billing, payment, and reconciliation issues and support seamless claim settlement.
- Monitored team performance through KPI tracking, coaching, quality assessments, and process governance.
- Compiled MIS and operational reporting on payment volumes, reconciliation exceptions, productivity, quality, and SLA performance.
Customer Service Associate
American Express
Gurugram
11.2022 - 12.2024
- Delivered customer support to US consumer credit card customers, addressing account, billing, payment, and transaction queries to enhance customer experience.
- Investigated and resolved billing discrepancies, payment issues, transaction disputes, and account concerns, ensuring accuracy and fostering customer trust.
- Managed sensitive financial information in line with US financial services, compliance, data privacy and security standards.
- Achieved quality, productivity, customer satisfaction, and turnaround-time (TAT) goals in a high-volume operations environment, contributing to overall team performance.
Senior Relationship Officer
Kal Freight Pvt Ltd
Noida
06.2022 - 09.2022
- Managed US Auto Insurance Claims by coordinating with insurance providers, claimants and other stakeholders throughout the claims process.
- Reviewed and processed claim-related documents, loss details and supporting information to ensure accurate and timely claim handling.
- Handled claim status inquiries, discrepancies and escalations, coordinating with providers and claimants for timely resolution.
- Maintained high standards of accuracy, TAT, quality and compliance while managing high-volume insurance claim operations.
Associate : Customer Service
Direct Services Pvt Ltd
New Delhi
08.2020 - 05.2022
- Resolved customer problems with knowledgeable and friendly service, contributing to high levels of customer satisfaction.
- Assisted customers with inquiries and resolved issues by enhancing overall customer experience.
- Processed orders and managed customer accounts to ensure timely fulfillment and accuracy.
Education
Bachelor Of Commerce -
Kanpur University
Kanpur05-2019
Skills
- Team leadership
- Stakeholder engagement
- Client relationship management
- Claims management
- Quality improvement
- Complex problem solving
- Claims resolution
Languages
English
Proficient (C2)
C2
Timeline
Team Leader
Metlife
03.2025 - Current
Customer Service Associate
American Express
11.2022 - 12.2024
Senior Relationship Officer
Kal Freight Pvt Ltd
06.2022 - 09.2022
Associate : Customer Service
Direct Services Pvt Ltd
08.2020 - 05.2022
Bachelor Of Commerce -
Kanpur University