Masarath Nida Siddiqui

§ Property & Casualty Insurance for UK Client
• Trained on Tech and Non-Tech activities such as Quotes Documents, Annual Package Review, Rescue, CL Motor policy, Semler Retails / CFCO, Ad-hoc, Send Copy Policies, Change Policy Period, and Moved Tied Agent.
• Support and guidance to the team members by sharing knowledge during case processing.
• Manage team Production, Escalation, Update, and Downtime trackers.
• Create the best practice and knowledge-sharing database to improve the overall quality & productivity.

• Applied a positive customer service approach to increase satisfaction levels.
• Helped organizations improve customer satisfaction and achieve measurable results.

• Carried out day-to-day duties accurately and efficiently.

§ Property & Casualty Insurance for US Client
• Query and Exceptions Handling.
• In charge of Quality Control.
• Set up new customer profiles(Quoting a quote)/issued new Business tasks upon Underwriters' approval and also handled the renewal and change request policies of existing customers.
• Facilitated meetings: daily stand-up, backlog grooming, planning, and review.
• Assists with performance Improvement activities.
• Prepare and present quotes for various customers regarding products and administer all general liability claims.
• Attending weekly calls with Onshore clients to discuss process performance training and talent development.
• To give a walkthrough to the team on errors received in the process.
• Encourage the development of clear objectives and action plans.
• Conduct Quality and suspense condition analysis and publish the reports.
• Part of the communication pillar and people pillar creating forums to engage TM's and organizing activities.
• Manage leave calendar in capacity planning and effective leave management.
• Interact with clients to meet process deliverables and manage and resolve escalations and issues raised by clients.
• Allocate Production, alongside forecast Quality and system issues, reports to the team.
• Render floor support to assist the production team.

Employer Installation Coordinator – Optum Global Services (US Client)

06th Feb'19 – 4th Feb'20

• Provided support to existing customers to upgrade, downgrade, and modify their insurance policy as per their requirements.
• Responsible for the accurate processing and completion of the claims model.
• Generated MP (Medical Plan) rates and axillary plan rates for the customer.
• Keyed in the customer information on the web application known as PRIME/UPAA.
• Processed model that routes out of automatic adjudication within current turnaround standards.
• Conducted Process Knowledge tests monthly.
• Generated customer eligibility reports through Prime and web screen applications.
• Met the production and quality targets on a daily within the TAT.
• Performed internal audit to assist the team in maintaining quality.
• Effective participation in Team Huddles & Client touch base calls to share improvement ideas.
• Kept track of inventory to ensure cases were completed within the timeline.
• Conducted weekly huddles to explain & cascade process updates to the team.
• Identified and resolved operational issues impacting productivity, performance, or profitability.

Claims Analyst – Artech Infosystems Private Limited (US Client)
27th Jun'18 – 31st Jan'19

• Built-up customer accounts onto the web-based application i.e., ACIS.
• Worked on various policies & plans using SOP (Standard Operating Procedure).
• Attained various customer eligibilities through prime and web screen applications.
• Met the production and quality targets on a daily within the TAT.
  Processed the claims and answered questions from agents, adjusters, underwriting teams and insured about claims.
• Handled company confidential data according to policy & guidelines.
  Approached the Onshore SMEs through CEs to evaluate & simplify incoming requests.
• Processed the claims and answered questions from agents, adjusters, underwriting teams and insured about claims.
  Proactively participated in team huddles to share ideas and thoughts regarding the process.
  Supported team in achieving business metrics.