Vinay Ponde

• Analyze and process property and casualty insurance claims as per established standard operating procedures, and regulatory guidelines.
• Evaluate claim documentation for damage, liability, or injury, and determine coverage eligibility, applicable limits, and exclusions.
• Use market tools and technology to assess losses, and validate supporting evidence for claims.
• Customer Service & Communication: Communicate with claimants, policyholders, and third parties via phone or written correspondence to obtain missing information or clarify claims details.
• Provide claim status updates, clarification, and guidance regarding the process, requirements, and next steps.
• Documentation and Compliance: Maintain accurate records of claims, and ensure compliance with company standards and regulatory practices.
• Escalate complex or suspicious claims to higher management or special investigation teams when needed.
• Team Support & Operations Excellence: Collaborate with team members to ensure timely, efficient, and high-quality service delivery.
• Contribute to ongoing process improvement by sharing feedback, and participating in training or quality enhancement initiatives.
• Required Skills and Profile: Strong problem-solving, multi-tasking, and organizational skills, with high attention to detail.
• Good understanding of insurance policy structures, claims value chain, and common coverage/exclusion scenarios.
• Ability to use digital tools and manage claims information efficiently.

• Interact with clients to understand their resource requirements, project scopes, timelines, and budget constraints.
• Collaborate with internal teams to develop customized resource management solutions tailored to meet the specific needs of clients. Present proposals to clients, addressing their concerns, and ensuring alignment with their objectives.
• Assist in negotiating contracts and service agreements with clients, ensuring that terms and conditions are clear, feasible, and mutually beneficial.
• Guide clients through the onboarding process, ensuring a smooth integration of Resource Pro's services into their workflow. Provide training and support as needed to familiarize clients with tools, processes, and procedures.
• Maintain regular communication with clients throughout the project lifecycle, providing updates on resource allocation, project progress, and any changes in scope or requirements. Address any concerns or issues promptly to maintain client satisfaction.
• Foster strong, long-term relationships with clients by being responsive to their needs, anticipating potential challenges, and proactively offering solutions. Seek feedback to continuously improve service delivery and exceed client expectations.
• Act as a point of contact for resolving conflicts or disagreements between Resource Pro and its clients, working to find mutually acceptable solutions that preserve the relationship, and uphold the company's reputation.
• Solicit feedback from clients on their experience with Resource Pro's services, processes, and team members. Use feedback to identify areas for improvement, and implement changes to enhance the overall customer experience.
• Collaborate with sales and finance teams to forecast revenue from existing clients, and contribute to revenue reporting and analysis. Track key performance indicators related to customer interactions and retention.
• Stay informed about industry trends, competitor offerings, and client needs to identify opportunities for differentiation and innovation in Resource Pro's service offerings.

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• Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
• Act as the main point of contact for customers' service needs, such as policy queries, address changes, and resolving insurance-related issues within defined turnaround times (TAT).
• Manage overall satisfaction by ensuring seamless and transparent customer interactions, often in the bank branch lobby, or via digital channels.
• Oversee the onboarding of new insurance clients, including KYC verification, and post-sale documentation audits.
• Ensure all operational and insurance service transactions meet compliance and audit requirements.
• Promote and cross-sell various bank products, including life, health, and general insurance, to new and existing customers.
• Achieve insurance sales targets by leveraging relationships and client service touchpoints in branch.
• Conduct welcome calls, and explain the benefits and features of insurance products, increasing wallet share and product penetration.
• Operations and Process Management: Understand and implement standard operating procedures for both banking and insurance services (account opening, policy issuance, renewals, claims, etc.).
• Authorize and audit key transaction processes to ensure error-free insurance and banking service delivery.
• Generate business leads, and pass on qualified prospects to relevant insurance and sales channels.
• Check and validate all insurance policy and client documents for compliance, ensuring proper onboarding and fulfillment.
• Strive to retain clients by resolving complaints swiftly, maintaining high service standards, and boosting loyalty and renewals.
• Preferred Skills and Experience: Customer-centric approach, with strong communication and relationship management skills.

• Build and maintain strong relationships with existing and potential clients. Understand their financial needs, goals, and preferences.
• Meet or exceed sales targets for various banking products and services, such as savings accounts, loans, insurance, investment products, and credit cards.
• Stay updated on HDFC's range of financial products and services. Understand the features, benefits, and eligibility criteria for each product to effectively cross-sell and upsell to clients.
• Conduct thorough financial assessments to identify the most suitable products and services for clients based on their individual financial situations, goals, and risk profiles.
• Effectively present and explain banking products and services to clients. Address any questions or concerns they may have, and highlight how the products meet their specific needs.
• Assist clients with the completion of application forms and documentation required for various banking transactions, loans, and investments. Ensure accuracy and compliance with regulatory requirements.
• Adhere to all regulatory requirements, internal policies, and procedures. Ensure compliance with anti-money laundering (AML) and know your customer (KYC) guidelines.
• Stay informed about industry trends, market conditions, and competitor offerings. Network within the community to identify potential clients and referral sources.
• Provide exceptional customer service at all times. Address client inquiries, concerns, and complaints promptly and professionally.
• Maintain accurate records of sales activities, client interactions, and sales performance. Prepare regular reports for management review.
• Participate in training sessions and workshops to enhance product knowledge, sales skills, and industry expertise.
• Collaborate with other members of the banking team, such as relationship managers, branch managers, and product specialists, to achieve overall sales and service objectives.
• Seek feedback from clients and colleagues to identify areas for improvement. Continuously strive to enhance sales techniques, product knowledge, and customer service skills.