Experience

BMO Insurance

• Canada
• Insurance
• 1 - 100 Employee

• Senior Customer Service Associate

  • Jan 2019 - Present

  * Manage and respond to calls in the English Queue regarding in-force traditional and universal life policies. * Control of escalation and duration of calls; * Track all incoming phone calls on "Alias" system; * Process e-mail imaging requests for change of address,bank changes,plus title work such as change of beneficiaries/ownerships and trustees,policy cancellations,reimburse of over paid premiums/NSF charges, loan requests and partial withdrawals. * Manage and respond to calls in the English Queue regarding in-force traditional and universal life policies. * Control of escalation and duration of calls; * Track all incoming phone calls on "Alias" system; * Process e-mail imaging requests for change of address,bank changes,plus title work such as change of beneficiaries/ownerships and trustees,policy cancellations,reimburse of over paid premiums/NSF charges, loan requests and partial withdrawals.



Desjardins

• Canada
• Banking
• 700 & Above Employee

• Senior Customer Service Representative

  • 2006 - Jan 2018

  *Managed and responded to calls in the English Queue regarding in-force traditional and universal life policies to achieve first contact resolution. *Answered between 13-16 calls per hour in busy insurance call centre *Tracked all incoming calls on Event Tracking tool with 100% accuracy *Assisted in prevention of escalated cases and Conservation of Business *Processed service requests such as change of address, change in banking information, loan requests, dividend requests not… Show more *Managed and responded to calls in the English Queue regarding in-force traditional and universal life policies to achieve first contact resolution. *Answered between 13-16 calls per hour in busy insurance call centre *Tracked all incoming calls on Event Tracking tool with 100% accuracy *Assisted in prevention of escalated cases and Conservation of Business *Processed service requests such as change of address, change in banking information, loan requests, dividend requests not requiring a signature from policy owner *Mailed/emailed service forms to agents/clients *Ran Value and Premium Off-Set Projections for Agents *Replied to email requests by agents and client such as service form, death claim requirements, policy inquiries, current statements *Provided policy, claim, taxation procedural, plus product information *Processed simulations for dental offices on Solo Health Care Policies *Processed manual anniversary statements and billing statements *Provided reduction quotes on traditional life policies over the phone *Assigned to special project till January 2018 to assist in conversion of State Farm Policies

• Rotation Customer Service Representative

  • 2002 - 2006

  Rotation Customer Service Representative (2002 – 2006) *Provided phone support on weekly to monthly basis on traditional and universal life policies and on a 50- 50 split on weekly basis. *Consistently achieved 96% of work processed within standard time *Provided support to Customer Service, as well as to administrative areas such as New Business and Major Change department *Processed title changes such as change of beneficiaries, change of ownership, assigning contingent policy… Show more Rotation Customer Service Representative (2002 – 2006) *Provided phone support on weekly to monthly basis on traditional and universal life policies and on a 50- 50 split on weekly basis. *Consistently achieved 96% of work processed within standard time *Provided support to Customer Service, as well as to administrative areas such as New Business and Major Change department *Processed title changes such as change of beneficiaries, change of ownership, assigning contingent policy owners and contingent beneficiaries, name changes, collateral assignments, cancellations on traditional and universal life policies *Processed paid-up letters, expiry notifications of benefits and policies, plus conversion options letters *Processed premium offsets,over loan letters *Provided data entry back up to New Business department on a daily basis *Quality Checked service requests such as loan requests and dividend requests not requiring a signature from policy owner, Policy Summaries and updated Quality Excel Spreadsheet



Imperial Life Financial

• Toronto, Canada Area

• Complex Change Customer Service Representative

  • 2001 - 2002

  *Manually calculated premium renewals for preferred/guaranteed renewable term policies; processed premium off-set cases, premium renewal term letters, expiry and conversion notices; set-up and closed premium deposit accounts *Processed Reinstatement Forms, Renewal Term Letters *Processed Reduce Paid-Up Quotes, as well as premium reduction quotes; calculated and amended inflation pacer riders on policies on a monthly basis *Processed additions and deletion of benefits *Processed… Show more *Manually calculated premium renewals for preferred/guaranteed renewable term policies; processed premium off-set cases, premium renewal term letters, expiry and conversion notices; set-up and closed premium deposit accounts *Processed Reinstatement Forms, Renewal Term Letters *Processed Reduce Paid-Up Quotes, as well as premium reduction quotes; calculated and amended inflation pacer riders on policies on a monthly basis *Processed additions and deletion of benefits *Processed smoker to nonsmoker changes *Processed dividend option changes on traditional product *Processed manual debits and credits to dividend on deposits and paid up additions accounts *Manually prepared duplicate contracts *Processed Department weekly counts on rotation basis on Word and Excel l Show less *Manually calculated premium renewals for preferred/guaranteed renewable term policies; processed premium off-set cases, premium renewal term letters, expiry and conversion notices; set-up and closed premium deposit accounts *Processed Reinstatement Forms, Renewal Term Letters *Processed Reduce Paid-Up Quotes, as well as premium reduction quotes; calculated and amended inflation pacer riders on policies on a monthly basis *Processed additions and deletion of benefits *Processed… Show more *Manually calculated premium renewals for preferred/guaranteed renewable term policies; processed premium off-set cases, premium renewal term letters, expiry and conversion notices; set-up and closed premium deposit accounts *Processed Reinstatement Forms, Renewal Term Letters *Processed Reduce Paid-Up Quotes, as well as premium reduction quotes; calculated and amended inflation pacer riders on policies on a monthly basis *Processed additions and deletion of benefits *Processed smoker to nonsmoker changes *Processed dividend option changes on traditional product *Processed manual debits and credits to dividend on deposits and paid up additions accounts *Manually prepared duplicate contracts *Processed Department weekly counts on rotation basis on Word and Excel l Show less