JAMUNA JAI KUMAR

Work Description

Division: Life & Medical (POS) / New Business / Vitality

• Deliver courteous and professional service during all phone interactions, document call details and follow-up actions in accordance with company standards. Collaborate with internal teams to ensure seamless customer experience.
• Assist stakeholders in maintenance and services of their life and medical policies, provide advice and process policy changes. Perform account updates as per client request and process transactions for life insurance policies on reinstatements, restoration, partial withdrawal, surrender, policy loan, due payments, reversal of premium, reissue cheque payment, prepare quotation for investment policies and handling policy renewal.
• Ensure all submission of proposal form are checked with completeness and enclosed with all relevant documents processed and set in force, any incomplete submissions are to attend on timely manner and diligently. Follow up and monitor deferment cases closely. Execute manual billing for New Bussiness underwriting team when required.
• Manage AIA Vitality enquiries, interpret customer data to provide actionable insights and recommendations. Execute marketing and member campaigns to achieve business objectives. Take necessary steps to make the AIA Vitality customer journey simple and engaging, to drive higher engagement. Identify opportunity areas to enhance the customer experience on the AIA Vitality ecosystem.
• Simplified process notes that have been reviewed with more detail’s explanation for others to have better understanding on the review that’s been completed and made sure customer experience been meet.
• Assists in managing backend operations for submitted transactions and ensure that the set benchmark and KPI are met. Perform gap analysis on breakdown in service, recommended best practices and implement change to lead the team to greater heights.
• Assisted in the creation of an efficient CRM system that optimized information flow between departments for cohesive client management efforts. Collaborate with cross-functional teams to improve overall customer experience, resulting in higher retention rates. Enhanced customer satisfaction by identifying and resolving recurring issues through thorough data analysis
• (CSAT) preform recovery call by responding to and resolving customer complaint with main objective to restore customer satisfaction, rebuild trust and retain loyalty by addressing issue effectively and professionally.
• Perform and support in user acceptance testing (UAT) for new product enhancement to system and production issue. Assisted in the creation of an efficient CRM system that optimized information flow between departments for cohesive client management efforts
• Provide structured onboarding and job-specific training to new hires, Share best practices, tools, and resources to enhance job comprehension. Offer ongoing guidance and support to help new team members adapt to workflows and company culture.
• Monitor progress and provide constructive feedback to encourage continuous improvement, Foster a collaborative and inclusive learning environment. Act as a role model by demonstrating professionalism, empathy, and a strong work ethic.

Work Description

Division: Bancassurance / Home Loan / General Insurance

• Effectively and efficiently manage policyholder/ banker/ agent/ prospects interaction through the phone. Prompt accurate response to the policyholder/ banker/ agent / prospects enquiries on their policies and products offered by the company.
• Liaise with banker on the mrta policy quotation/ follow up on deferment issues/ payment and withdrawal / assist with cancellation of policy upon loan settlement and other related endorsement on policy.
• Liaise with banker and policy holder on regards to bancassurance investment policy/ personal accident and telemarketing policy. Advise on surrender value/ outstanding payment/ annual dividend/ follow up on cancellation/ re-issue cheque/ necessary endorsement and other administrative support.
• Maintain effective communication with all necessary with all necessary parties involved with new loan application from customer/ loan officer/ processor and lender to ensure a positive application experience.
• Work with various internal department as well as external organisations to obtain processing related document or obtain necessary information needed to complete application, immediately notified all necessary parties of irregularities relative to standard mortgage guidelines.

Work Description

Division: Call Centre Operation

• Providing customers with friendly and professional telephone and email communication during every inbound transaction and enquiry and to provide the customer with accurate information based on their needs.
• Proactively ensure that customers are aware of the necessary paperwork and any special instruction and provide alternative solution based on customer needs.
• Work on conversion of price and transit time enquiries into booking and actively sale premium product to customer, pass unconverted price enquiries to sales via leads.
• Check collection availability from sending customers and arrange consignment note completion, check exceptions regularly and proactively call customer to advice of collection problems.
• Accurately enter the data into booking system to facilitate correct and complete consignment, record accurate details where follows up by another department, where enquiry in not converted, ensure all system entries are complete.
• Meet and exceed customer expectations by ensuring escalation are handle in prompt and appropriate manner in daily basis.
• Responsible to develop and share information among team members and provide ongoing feedback and improvements on monthly basis.

Work Description

Division: Retail Credit Control

• Handle all enquiries from customer and follow up on the delivery process and ensure that customer receive the shipment in time.
• Assist customer service department on the service delivery process
• Cash on delivery – Verify on the duty charges from customs, and inform customers on the charges of duty, follow up with customers for payment to be made.
• Arrange delivery of the shipment upon payment conformation.
• Assure that courier collects the payment upon delivery of the shipment and be passed to cashier at the end of the day and assure the cashier has key in all payments that has been received by the couriers by the end of the day.
• Receive report from credit department, follow up on the report verify on the problems, verify if there is any imp a/c or duty a/c on the shipment that have delivered, than bill the charges to the respective account.
• Follow up case by case on the payment that has been collected upon delivery and proceed with the necessary actions.
• Re-send invoice to customers on payment status, submit paperwork for write off to customs clearances and follow up with the case.
• Follow up on undelivered shipment such as verifying on the correct address and rearrange for delivery.

Work Description

Division: Retail General Insurance

• Handle all enquiries from customers in prospective.
• Prepare and submit reports as requested by the head of department.
• Attend to walk in customer on policy issues.
• Prepare no claim bonus letter.
• Issue cover note (motor insurances) / request and control e-cover note float.
• Perform cancellation and endorsement of policies.
• Handle courtesy car request and prepare the pa coverage.
• Handling and verifying cash collection from customer service and submission to finance department.
• Support new marketing campaigns and product launches initiated for promotion by utilizing various marketing advertising methods.