Rahul Gupta

Resolving the live Asset fixes issue related to Experia App by the help of IT team within a TAT. Validating & Understanding the requirement which are raised through the internal customer & taking further with IT. Identifying the gaps on Experia, process improvements, and providing solutions to make the Experia App user friendly. Along with the delivery, monitoring the KPI, customer engagement & understanding the CSAT & Voice of Customer. Working cross functionally with the Business/Ops/Service/Risk team on delivery & smooth execution of the requirement.

Closure of all Insurance subtype Service Request as per TAT. 95% of query close as per the defined SLA for each Sub Type-Surrender,Cancellation, Policy endorsement, Enquiry. All backend support related to STS/ HTS product E to E resolution with 100 % Satisfaction. Ensure closure of claim report cases (death/critical illness) within 15 days (w/o investigation) & within 45 days (with investigation). Month wise death Claim analysis with partner on Settlement, Rejected, WIP.(Health &Life Insurance). Closure of other annexure "Not cancelled in BFL " within 30 days of the cases reported. Customer Service QA score at >96% for all the category SR. Closure of Service request as per agreed TAT. Timely completion of calibration activity & reporting with Insurance partner for resolution. Managing RPA process and increasing the penetration from manual activities through automation & BOT which reduce manual intervention. Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service. Worked with the RPA project team, communicating and identifying risks and issues to the RPA team & providing inputs to the change control process.

Undertaking responsibility to deliver SLAS/adhere to TAT by TCS team. Responsible for Quality Audit of process and Reconciliation of TA,REMI & RF Accounts. Participated in team-building activities to enhance working relationships. Maintained energy and enthusiasm in fast-paced environment. Proved successful working within tight deadlines and fast-paced atmosphere. Loan boarding- Monitoring the LBO process of loan booking in terms of meeting TAT and other SLAS by coordinating with TCS team. Set up quality checks and monitor process on continuous basis. Process enhancement projects with innovative ideas as per time required. Tranche Disbursement- Ensure timely tranche disbursement by LBO team. Tracking &resolving the tranches which doesn't flown in LMS or stuck at Bank site. Dealer Query Resolution- Ensure that LBO team resolves activation related query which raised by the internal stakeholder within TAT. LRM maintenance-Setting up the Credit Limit for new customers with agreed TAT & accuracy (as per basis of CREDIT& DOC Value). Carry out revision of limits as per the requirements of Business and Risk team. Ensuring Blocking/Unblocking of facility as per requirements of business and risk time to time. Reconciliation of ledger with dealer Portal Vs. Finnone. Learned new skills and applied to daily tasks to improve efficiency and productivity.

Ensuring first time resolution to customer using the branch empowerment metric rolled out. Customer service query &resolution (including correct tagging of request on time). Cash to Bank: RECON on daily basis (including Cash/cheque/fake note identification). Policy & process implementation for all other branch operation/ transaction. Cross sell Opportunities. Monitoring Cash & Customer Care Team. Maintaining branch Petty Cash. Proficient in understanding customer queries and and handling them affectionately & sorting out their grievances and queries.