Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic

Nalini Dwivedi

Noida

Summary

Results-driven insurance professional with 7+ years of experience in US Life Insurance, Annuities, and Property & Casualty Claims Processing. Expertise in managing claims lifecycle, policy administration, and annuity disbursement. Proven track record in ensuring SLA compliance and enhancing process efficiency for top US insurers.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Senior Practitioner

IBM
Noida
08.2023 - Current
  • Managed end-to-end life insurance claims lifecycle, achieving timely resolutions per SLA metrics.
  • Processed life and annuity claims with 99.5% accuracy, including death benefits and beneficiary changes.
  • Investigated complex customer queries using internal systems and interaction logs for effective resolutions.
  • Handled high-priority claims, processing up to 40 claims daily with 98% accuracy.
  • Provided email support to clarify claim requirements and status updates for customers.
  • Collaborated with cross-functional teams to resolve disputes and ensure policy compliance.
  • Maintained comprehensive documentation to support audit readiness for client reporting.

Sr. Insurance & Annuities Professional

ZINNIA DIGITAL SERVICES
Gurgaon
03.2019 - 07.2023
  • Processed and verified life insurance claims with accurate documentation, including death certificates and beneficiary forms.
  • Handled time-sensitive transactions, such as accelerated death benefits and policy surrenders.
  • Maintained claim closure turnaround time under six business days, achieving 95% customer satisfaction.
  • Supported training of new hires in policy systems and U.S. regulatory compliance standards.
  • Managed data entry and compliance checks using platforms like Vantage, Guidewire, and Salesforce.

Policy Services Associate

NTT DATA GLOBAL DELIVERY SERVICES LTD
Gurgaon
09.2017 - 02.2019
  • Processed property and casualty insurance claims for US-based policyholders from FNOL to settlement.
    Verified claim eligibility and policy coverage according to client rules and ISO standards.
    Entered and updated claims data within internal CRM tools to maintain accuracy.
    Monitored daily work queues, ensuring compliance with SLA/TAT and achieving over 98% accuracy.
    Conducted peer reviews and provided constructive feedback to junior processors during internal audits.
    Identified potential fraudulent activities, escalating issues in accordance with anti-fraud guidelines.
    Trained on US insurance compliance, including NAIC and state regulations, enhancing team knowledge.
    Reduced average processing time by 15% through batch automation suggestion, improving efficiency.

Sales Associate Consultant

POLICYBAZAAR.COM
Gurgaon
01.2017 - 09.2017
  • Sold financial products through effective telephone communication with clients.
    Analyzed complex insurance quotes from 24 companies to identify optimal options.
    Developed new growth strategies while maintaining existing revenue streams.
    Addressed inquiries regarding services and company details promptly and professionally.

Education

MBA - Banking And Finance

G.L. Bajaj Institute of Management And Research
Greater Noida
06-2017

Bachelor of Science -

Chhatrapati Shahu Ji Maharaj University
03-2015

Skills

  • Claims processing
  • Quality improvement
  • Problem solving
  • Team collaboration
  • Data accuracy
  • Cross-functional teamwork

Languages

English
Advanced (C1)
C1
Hindi
Advanced (C1)
C1

Certification

  • Digital Marketing certification by Ministry of Micro, Small and Medium Enterprises (09/2016)
  • Management Development Programme (MDP) “Corporate Expectations from Budding Managers, bridging the gap between theoretical and factual aspects (11/2016)
  • Yellow Belt Six Sigma Certification by Ministry of Micro, Small and Medium Enterprises - Government ministry (MSME) (11/2016)
  • HIPAA Compliance for Insurance Professionals

Timeline

Senior Practitioner

IBM
08.2023 - Current

Sr. Insurance & Annuities Professional

ZINNIA DIGITAL SERVICES
03.2019 - 07.2023

Policy Services Associate

NTT DATA GLOBAL DELIVERY SERVICES LTD
09.2017 - 02.2019

Sales Associate Consultant

POLICYBAZAAR.COM
01.2017 - 09.2017

MBA - Banking And Finance

G.L. Bajaj Institute of Management And Research

Bachelor of Science -

Chhatrapati Shahu Ji Maharaj University

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Nalini Dwivedi