JANAKA TALAGALAGE
Lightsview,SA
Summary
Accomplished Insurance Underwriter and Customer Service Representative with a proven track record at Ceylinco Insurance, excelling in risk assessment, claims analysis, and delivering exceptional customer satisfaction. Skilled in negotiation and leveraging industry trend analysis, I significantly enhance service delivery and operational efficiency. Expert in fostering teamwork and employing advanced underwriting software for optimal results.
Overview
20
20
years of professional experience
Work History
Front-end Customer Service Representative
Walmart
Tomball, U.S.A.
10.2023 - 10.2024
- Responding promptly and professionally to incoming customer inquiries in person, by telephone or by email
- Maintaining an updated knowledge of the organization's products, services and customer service policies
- Explaining simply and clearly in response to customer questions and checking for customer understanding and acceptance
- Money transactions, processing merchandise returns, refunds, exchanges, and warranty repairs; assisting customers with self- checkout (SCO's)
Insurance Underwriter / Claims Officer
Ceylinco Insurance
Colombo, Sri Lanka
03.2005 - 08.2022
- Expert product knowledge in General insurance classes (Automobile/ Commercial property / Home / General Liability / Umbrella / Worker’s Compensation/ Marine / Health etc.)
- Researching on new insurance proposals / policies and introducing tailor made insurance proposals / policies based on customer requirements
- Meeting customers to introduce new insurance proposals, explaining about insurance coverage, premium rates, benefits and risks covered or clarifying any matters regarding insurance proposals / policies
- Deciding the terms and conditions of new insurance proposals/ policies and renewals based on the nature of risks covered and the premium rate
- Taking technical decisions regarding insurance proposals/ policies
- Analyzing existing customers’ insurance policies and giving recommendations accordingly
- Negotiating with the Re-insurance companies / Brokers regarding re-insurance facultative and coinsurance arrangements on new insurance proposals and renewal terms
- Negotiating with Insurance Broker companies and financial institutions with regard to insurance related matters
- Handling General insurance claims of all classes and taking part in decision making regarding payments and repudiation of insurance claims and communicating with customers
- Analyzing and maintaining records of the key customers
- Handling customer complaints and solving matters accordingly
- Participating in the discussions with the Insurance Regulatory Commission, Insurance Ombudsman and arbitration with regard to underwriting and claims related matters
- Conducting training programs for underwriting and marketing staff
- Visiting and auditing allocated branches in the region and keeping records about branch visit observations
- Attending meetings, seminars and awareness programs to learn about new products and services, learning new skills and gaining technical knowledge
- Keeping up to date about the industry/ market changes and developments and taking actions accordingly
Education
Master of Business Administration -
University of Wolverhampton
United Kingdom01.2018
Associate Member -
The Institute of Chartered Professional Managers
Sri Lanka01.2013
Licentiate Qualification -
Insurance Institute of India
New Delhi, India01.2010
Intermediate Level - Management Accounting
Institute of Certified Management Accountants of Sri Lanka
Sri Lanka01.2008
Diploma in Business Management -
Lanka Institute of Business Management
Sri Lanka01.2004
Skills
- Risk assessment and analysis
- Document review and assessment
- Underwriting guidelines and procedures
- Claims analysis and evaluation
- Negotiation and communication
- Industry trend analysis
- Training and mentoring
- Customer service and satisfaction
- Insurance application evaluation
- Time management and efficiency
- Regulatory compliance monitoring
- Attention to detail
- Report preparation and presentation
- Decision-making
- Teamwork and collaboration
- MS Office suite and underwriting software
References
References are available upon request
Timeline
Front-end Customer Service Representative
Walmart
10.2023 - 10.2024
Insurance Underwriter / Claims Officer
Ceylinco Insurance
03.2005 - 08.2022
Master of Business Administration -
University of Wolverhampton
Associate Member -
The Institute of Chartered Professional Managers
Licentiate Qualification -
Insurance Institute of India
Intermediate Level - Management Accounting
Institute of Certified Management Accountants of Sri Lanka
Diploma in Business Management -
Lanka Institute of Business Management
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