Godwin John Maria
Bengaluru
Summary
Results-driven Banking Operations and Digital Engagement Specialist with 5 years of experience in financial services and customer care. Expertise in regulatory compliance, process improvement, and CRM systems enhances digital engagement strategies. Demonstrated ability to improve customer satisfaction and reduce resolution times while effectively training teams across diverse cultural backgrounds.
Overview
6
6
years of professional experience
Work History
Senior Associate - Customer Success
Plum benefits Insurance Brokers Pvy. Ltd.
Bangalore
08.2026 - Current
- Coordinated claim resolution with insurers, TPAs, hospitals, and employees, ensuring timely follow-ups and effective escalation support to enhance customer satisfaction.
- Tracked claim status and document needs, managed pending approvals and turnaround times, supporting efficient case management and improved customer service.
- Reviewed medical records and policy coverage, identified claim gaps, and facilitated reconsideration requests with medical and insurance teams to streamline claims processing.
- Answered complex claim questions on policy exclusions, room rent limits, proportionate deductions, co-payments, and non-medical expenses with clear coverage guidance.
- Supported end-to-end health insurance claims operations across cashless hospitalization, reimbursement, pre-authorization, and discharge processing.
Inbound Sales Representative Associate
Accenture Solutions Pvt.Ltd
Bengaluru
03.2026 - 08.2026
- Assessed customer requirements and recommended tailored products and services to meet individual needs.
- Directed inbound customer inquiries, providing personalized solutions that enhanced client satisfaction.
- Applied strong communication, negotiation, and objection-handling skills to effectively resolve customer concerns.
- Achieve monthly productivity, quality, and sales performance targets in a KPI-driven environment.
Senior Operations Representative
Concentrix
Bengaluru
09.2025 - 03.2026
- Streamlined operations through process improvements, resulting in enhanced team efficiency and productivity.
- Analyzed workflow processes to identify bottlenecks, recommending actionable solutions for improved overall performance.
- Monitored key performance indicators to ensure compliance with service level agreements and organizational standards.
- Resolved account servicing requests, transaction queries, and debit/credit card issues, facilitating seamless digital banking access for customers.
Senior Social Media Specialist
Standard Chartered Bank - GBS
02.2022 - 12.2024
- - Orchestrated digital engagement and customer support for multiple banking products, achieving KPIs/KRIs.
- - Managed complex cases across social media and outbound channels, improving customer satisfaction.
- - Presented valuable social media insights to leadership, directly impacting product and service enhancements.
- - Conducted training for over 20 internal staff members, fostering improved digital engagement efficiency and enhanced customer interactions.
- - Cultivated cross-functional relationships with stakeholders, enhancing collaboration and enabling timely reporting.
Client Care Executive
Standard Chartered Global Business Services
12.2020 - 02.2022
- - Interacted with over 50 customers daily, upholding a 95% satisfaction rating.
- - Resolved customer complaints to enhance retention and build trust.
- - Stayed updated on banking products to provide accurate guidance to customers.
- - Maintained data security and compliance while handling confidential financial information.
- - Surpassed performance benchmarks, achieving promotion within 14 months.
Education
Bachelor of Arts - Psychology, Journalism And English Literature
Kristu Jayanti University
Bangalore01-2021
Skills
- Claims resolution techniques
- Claims resolution techniques optimization
- Case management
- Policy compliance management
- Customer needs assessment
- Customer engagement strategies
- Digital engagement
- Cross-functional collaboration
- Problem solving
- Communication skills
LANGUAGES
English, Hindi, Nepali, Telugu
OTHER PERSONAL DETAILS
- City: Bengaluru
- Country: INDIA
- Basketball Player
Timeline
Senior Associate - Customer Success
Plum benefits Insurance Brokers Pvy. Ltd.
08.2026 - Current
Inbound Sales Representative Associate
Accenture Solutions Pvt.Ltd
03.2026 - 08.2026
Senior Operations Representative
Concentrix
09.2025 - 03.2026
Senior Social Media Specialist
Standard Chartered Bank - GBS
02.2022 - 12.2024
Client Care Executive
Standard Chartered Global Business Services
12.2020 - 02.2022
Bachelor of Arts - Psychology, Journalism And English Literature
Kristu Jayanti University