Roma M. Prajapati

• Handled customer inquiries regarding two-wheeler policy issuance, renewal, and premium calculations.
• Processed new insurance proposals while verifying KYC documents and ensuring accurate data entry.
• Assisted customers with policy renewals by generating quotes and providing optimal premium options.
• Managed endorsements for name corrections, address updates, and vehicle detail modifications.
• Coordinated with underwriters to obtain special approvals and conduct risk assessments.
• Guided customers through claim procedures, including documentation requirements and surveyor assignment.
• Ensured compliance with IRDA guidelines during processing of customer requests.
• Resolved escalated customer issues while maintaining service quality and meeting TAT targets.

Credit Card Operations / Customer Support

• Assisted customers with credit card applications, KYC documentation, and eligibility requirements.
• Verified customer documents and performed data validation in the CRM system.
• Handled customer queries regarding card activation, PIN generation, billing cycle, and credit limit.
• Guided customers through online and mobile banking features like EMI conversion, autopay setup, and transaction history.
• Processed service requests such as address change, mobile update, card replacement, and limit enhancement.
• Supported customers regarding declined transactions, fraud alerts, and dispute resolution.
• Coordinated with backend teams for chargeback cases and transaction dispute investigations.
• Ensured strict adherence to bank policies and RBI compliance guidelines.
• Delivered high-quality customer service and maintained SLA and productivity targets.