Mansi Raj

• Managing the inbound calls and provide the updates on their tickets
• Handling the team of 15-20 analysts, people Management
• Led and developed team of analysts, ensuring effective performance management, coordination, and evaluation of KPIs and KRAs.
• Additional responsibilities, interviewing, training and motivating employees, planning and assigning work, rewarding and reviewing employee performance and conflict resolution
• Developed and implemented communication policies to ensure team compliance
• Managed SLA, quality, RCA, and ensured customer satisfaction.
• Assist in developing and implementing training program to improve the quality and productivity
• Identifying Customer affecting issues, working out and implementing solutions, process improvements to increase customer satisfaction
• Troubleshooter in case of issues relating to process affecting SLAs.

Knowledge of Commercial Insurance and Reinsurance

• Familiarity with a variety of insurance policies and coverages.
• Processed applications, Payments, Corrections , renewals and endorsements
• Working on Insurance carrier portals; Atlantic, Western World, Colony, Hudson and
Northland .
• To verify various invoices before making any payments.
• To check the amount before making any payments and should be paid after deducting the
discount
• To check if they have been paid in any previous invoices.
• Investigate if there is any fraud on the claim.
• Providing training to new joiners
• QC done for new joiners..
• Query handling with the clients via mails
• Task analyse using invoice and employee data.
• Co-ordinate with clients through calls and mails.
• Documentation, tracking daily records and production reports.

• Handled a credit bureau investigations, both for consumer and commercial bureaus, along with Core Servicing queue duties for a US-based credit card process.
• Assisted customers with credit card issues.
• Performed various roles at ACDV-Credit Bureau Investigation including handling consumer bureaus, commercial bureaus, and CBI
• Managed retail and credit card accounts.