Ankit Yadav
Parramatta,NSW
Summary
Dedicated claims case manager (Life, TPD, IP, & TI Claims) with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
9
9
years of professional experience
Work History
Career Hiatus
Traveling
04.2023 - Current
- Took career break to travel around Bali, Vietnam and India; Excited and energized to return to work
Case Manager (Trustee Benefit Review)
Insignia Financial
Parramatta, NSW
11.2022 - 03.2023
- Guiding policy holders on how to proceed with their claim after initial eligibility check.
- Analysing Life, Total permanent disability, Permanent incapacity, Terminal illness and Income protection claims
- In depth knowledge of the superannuation regulation and legislations (PYS, PMIF and SIS act)
- Good Knowledge of early release of super conditions and requirements prior member reaching preservation age
- Determining who should receive the funds based on evidence provided and drafting trustee determination as per trust deed
- Investigating potentially fraudulent claims
- Ensuring a fair settlement of a claim
- Liaising with a range of legal and claims professionals, from financial advisors to solicitors and various insurance companies.
- Monitoring the progress of a claim
- Doing regular followup as per VCOP requirement with insurer and claimants to see if any evidence or support is required in order to finalize claim in timely manner
- Understand and apply effective planning, coordination and review methods which result in quality claims management outcomes.
- building trust and confidence in claimant by clearly explaining the claim process and required documents using layman's terms
- Work collaboratively with team members, insurer and claimant to bridge any communication gap and achieve company goals
- Identifying terminal illness claim and Triage it as high risk/ High priority claim.
- Manage cases in accordance with organisational procedures, including risk identification and assessment, and structured reporting
Life Claims Case Manager
Link Group
Parramatta, NSW
08.2022 - 11.2022
- End-to-end claims handling with speed and precision. which starts from initial claim lodgement & end with finalising and closing claim after benefit has been paid
- Conducted day-to-day administrative tasks to maintain information files and process paperwork.
- Examined claims forms and other records to determine insurance coverage.
- Read over insurance policies to ascertain levels of coverage and determine whether claims would receive approvals or denials.
- Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
- Taking calls from claimants and completing initial notification of life claim.
- preparing Trustee submission and applying remittance to super account when insurance claim is approved
- Making outbound calls to claimants to follow up
- Reviewed police reports, death certificate and claim forms
- Conduct searches to locate interested other parties.
Disability Claims Case Manager
Link Group
Parramatta, NSW
11.2020 - 08.2022
- End-to-end claims handling with speed and precision. which starts from initial claim lodgement & end with finalising and closing claim after benefit has been paid
- Worked with senior case managers to coordinate team development activities and trainings.
- Carried out day-day-day duties accurately and efficiently.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines with in superannuation group insurance policies.
- Determined proper course of action for claims processing.
- Championed insurance claims process by providing expert knowledge and building positive, trusting relationship to support clients during challenging times.
- Handled claims consistent with client and corporate policies, procedures, best practices and regulations.
- Documented and communicated timely claims information while supporting accurate outcomes.
- Gathered sensitive information to update customer profiles and help with appeals process.
- Read over insurance policies to ascertain levels of coverage and determine whether claims would receive approvals or denials.
- Reviewed Medical records and Doctor statement for IP, TPD, TI claims
- Handled daily calls from customers and other stakeholders about claim processes.
- Processing TPD payment and allocating IP Super guarantee payment to member's account
- Regular follow up with claimant to see if they require any further assistance in terms of claim paper work
- Preparing Insurer submission and uploading claims to insurer
Customer Service Representative
Link Group
Rhodes, NSW
10.2019 - 10.2020
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Informed customers about special promotions and provided detailed information for various products.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services and company information.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Provided information regarding charge accounts and Fees
- Maintained up-to-date knowledge of product and service changes.
- Resolved customer problems and complaints.
- Answered phone promptly and directed incoming calls to correct offices.
Customer Experience Associate
TAL Insurance
Sydney, NSW
04.2017 - 06.2019
- Responded to customer calls swiftly to resolve issues and answer questions.
- Explained advantages, features and disadvantages of various policies
- Supported customers in insurance application completion while liaising between company and client.
- Responded to inbound inquiries regarding accounts and payments.
- Made outbound calls to customers to discuss and resolve account needs.
- Dealt with IP, TPD, CRI, TI & Life Claims enquiry
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Service Coordinator
AWA Technology Services
Rydalmere, NSW
09.2016 - 04.2017
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Offered troubleshooting of connectivity issues across networks such as printer, keyboard and other peripheral device
- Submitted service tickets for equipment maintenance requests.
- Wrote and reviewed tickets to request maintenance to various types of equipment.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
Retention Specialist
Barclaycard
Noida, Uttar Pradesh, India
11.2014 - 02.2016
- Utilized knowledge of customer experience to create specialized plans for customer retention.
- Resolved customer problems and complaints.
- Responded to inquiries from callers seeking information.
- Managed multiple tasks and met time-sensitive deadlines.
- Corresponded with clients through email, telephone or postal mail.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Researched market and competitor data regarding benefits and compensation, developing standards to maintain competitive benefits packages.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
Education
High School Diploma -
GHKPS
New Delhi03.2007
Skills
- Dependable and Responsible
- Flexible and Adaptable
- Self-Motivated
- Planning and Coordination
- Attention to Detail
- Active Listening
- Multitasking Abilities
- Insurance Claim Forms Review
- New Policies Processing
- Claim Amount Calculations
- Accounts Payable and Accounts Receivable
- Constructive Feedback
Languages
English
Full Professional
Hindi
Native or Bilingual
Timeline
Career Hiatus
Traveling
04.2023 - Current
Case Manager (Trustee Benefit Review)
Insignia Financial
11.2022 - 03.2023
Life Claims Case Manager
Link Group
08.2022 - 11.2022
Disability Claims Case Manager
Link Group
11.2020 - 08.2022
Customer Service Representative
Link Group
10.2019 - 10.2020
Customer Experience Associate
TAL Insurance
04.2017 - 06.2019
Service Coordinator
AWA Technology Services
09.2016 - 04.2017
Retention Specialist
Barclaycard
11.2014 - 02.2016
High School Diploma -
GHKPS