Customer Service Representative
Resume:
Bradalee Colbourne
Pembroke, ON K*A 3Y2
*********@*****.**
Personal Profile
• Excellent organizational and interpersonal skills
• Works well at all levels, independently or in a team atmosphere
• Demonstrated record of exceptional reliability
• Takes initiative on all projects
• Highly motivated, energetic and adaptable
Experience
NORTHBRIDGE INSURANCE
Customer Service Representative July 2018-Present Date
• Provide support and administrative assistance to Accident Benefits department
• Conduct required claim transactions within various claims systems
• Prepare technical and confidential correspondence to claimants, legal representatives, and vendors
• Enter new claims reported via fax or e-mail and assign to appropriate claims representative
• Ensure successful transmission of documents to vendors
• Coordinate insurer examinations
• Record data in Excel spreadsheets
• Copy and coordinate Accident Benefit files for vendors and counsel
• Excel in high performance, fast-paced, deadline-driven environment
• Identify process improvements to management
• Maintain workload within established service level standards
• Develop and maintain positive working relationships with claimants, adjusters, legal representatives, and vendors
Bradalee Colbourne 416-***-****
AVIVA CANADA
Healthcare Claims Adjuster November 2015-Jul 2018
• Interpret insurance contracts, determine policy coverage’s, establish, and adjust reserves in accordance with corporate guidelines
• Provide excellent customer service to our insured/claimants /representatives as per our corporate service agreement
• Obtain investigative reports, independent medical examinations where appropriate, statements from insured’s/witnesses and other experts as required
• Ensure all aspects of claim process are handled effectively and within company guidelines
• Educate customers and providers of new accident benefits insurance legislation
• Ensure service levels and quality standards are met
• Responsible for educating the insured about our “Premiere Healthcare Program.”
• Negotiate and discuss the cost, frequency and validity of the treatment being proposed through the treatment plans and with treatment providers
• Selected to handle the Accident Benefits portion of our employee claims Healthcare Advisor-First Contact Team September 2007-November 2015
• First contact for insured claimants, responsible for completing the initial call out and questioner for all Ontario and Alberta claims
• Developed a good rapport with customers and increasing customer satisfaction
• Responsible for explaining the policy coverage’s, the claims process and assigning the appropriate adjuster to the file
• Responsible for educating the insured about our “Premiere Healthcare Program”
• Development and implication of training both current and new staff on the premiere program
• Handled Random Controlled Trial (RCT) Accident benefits claims while in the two-year program
• Ensure all aspects of claim process are handled effectively and within company guidelines Bradalee Colbourne 416-***-****
DESJARDINS SECURITIES
Unlicensed Branch Administrator March 2006-September 2007
• Oversaw administration operations at branch level
• Supervised 5 employees
• Helped Branch manager with year-end reviews
• Advised Financial Consultants and their Sales Assistants of any new updates or changes to procedures from Head Office
• Assisted the Sales assistants with any administrative issues if they could not solve themselves
• Responsible for submitting new client applications and supporting documents to Head Office and followed up with the Sales assistants if there were any deficiencies
• Directed former clients with their account queries
• Cage duties included but not limited to:
o Received and sent physical stock certificated to Head Office and clients o Received and deposited client cheques and entered client accounts o Cheque printing
o Following up with wrong address and missing document reports as per IDA regulations CIBC WORLD MARKETS
Formally Merrill Lynch Canada
Insurance Registrations Officer September 1999-March 2006
• Transferred approximately 10000 Merrill Lynch Insurance Agent’s Life and Accident &Sickness license over to CIBC Wood Gundy Financial Services within 5 months of the acquisition
• Scheduled insurance examinations for Financial Consultants across Canada, who require a license as a life insurance agent
• Reviewed the insurance application(s) for deficiencies before submitting on behalf of the Financial Consultants to various Provincial Insurance Councils. Bradalee Colbourne 416-***-****
• Responsible for renewing our Corporate Life and Accident & Sickness license for all provinces and territories
• Monitored over 1400 agents and sent them reminder of their upcoming renewals and advised them of their yearly continuing educational requirements.
• Ordered Errors and Omissions Liability Insurance for all Financial Consultants with an Insurance License and provided proof to the regulators when they were selected for random audits
• Reported daily any changes in status of our insurance agents to our sponsor company and various life and mutual fund companies
• Chaired conference calls regarding the insurance registration procedure
• Advised all insurance agents of any licensing updated and changes
• Wrote a 65-page insurance procedural manual
Career History
MERRIL LYNCH
Formally Midland Walwyn
• Accounts Payable Administrator October 1995-September 1999 BZW CANADA LIMITED
• Office Administrator September 1993 –August 1995 BEAVER LUMBER
• Accounts Payable August 1989 – June 1993
• Point of Sales (POS) operator
Bradalee Colbourne 416-***-****
Education
• Completed High School 1979
Training and Courses
• Canadian School of Business
• Merrill Lynch’s Quality Work Process courses
• Attended informal Lunch and Learn Seminars at Merrill Lunch
• Completed Fraud Awareness and Principles and Practices of Insurance at Aviva Canada Recognition
• Won an individual Quality Award for instituting new protective system procedure in the Accounts payable Department at Merrill Lynch
• Participated in work that resulted in departmental “Zero Defects” award at Merrill Lunch
• Recipient of the Merrill Lynch 1998 Service Award Volunteer Work
• Volunteered with the SPCA for several years
• Two years active with the “Weekend to End Breast Cancer” References
• Available upon request
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