Aqub Younus

Understand customer needs (new loan, renewal, top-up, part release, closure) Ensure a smooth, respectful, and transparent customer experience Coordinate with appraisers/valuers during gold purity testing and valuation Explain loan eligibility, LTV (Loan-to-Value), and repayment options Support loan disbursement, renewal, foreclosure, and part payment processes Collect and verify KYC documents (Aadhaar, PAN, address proof, photographs) Address customer queries, complaints, and grievances promptly Educate customers on interest calculation, overdue charges, and auction policies

Handled inbound and outbound calls to assist customers with insurance policy information, premium details, renewal dates, and eligibility requirements. Updated and maintained accurate customer records in the CRM system, including call notes, interest level, and next action steps. Addressed customer queries related to premium payments, coverage benefits, documents, and claims support. Educated customers about new insurance products, add-ons, and policy upgrades based on their needs. Coordinated with the backend team for documentation support, claim status checks, and issue escalation.

Managed end-to-end Request for Change (RFC) lifecycle, ensuring adherence to implementation standards. Conducted impact assessments, resource evaluations, and readiness checks before approving changes. Proactively identified root causes and closure code refinement for effective change resolution. Used tools like ServiceNow, HPSM, Apate, and Artifact SharePoint to streamline processes. Supported troubleshooting for ServiceNow product issues and ensured timely ticket resolutions. Collaborated with stakeholders to align change requests with organizational goals. Coordinated change advisory board (CAB) meetings and tracked implementation status.