TARGETING ROLE AS: <INSERT POSITION HERE>

Detail-oriented and highly-efficient professional with 17 years of experience in client service and support as a Level II Casualty Advisor. Employs exemplary documentation analysis and interpersonal skill to assemble, review, and validate client information while maintaining case files in internal client database. Applies a consistently people-focused approach to build trusted relations with clients, resulting in efficient claim settlements with fair and mutually beneficial agreements based on thorough analysis of client needs. Combines seasoned office operations skills with a genuine dedication to customer service excellence.

CORE SKILLS & COMPETENCIES

Customer Needs Assessment

Case Management

Cross-Functional Liaison

Client Relationship Management

Data Entry & Database Management

Interdepartmental Team Collaboration

Database Management

Client Service Excellence

Documentation Analysis

PROFESSIONAL EXPERIENCE

Level II Casualty Advisor TD Insurance Calgary, AB 2002 – 2019

Key Responsibilities:

Functioned as primary contact and advisor for incoming bodily injury claims, drawing on highly organized nature to efficiently manage up to 170 concurrently running files on a monthly basis.

Engaged with clients to request documentation and obtain necessary claim information, utilizing internal database to consolidate client information and track file progress.

Applied a consistently people-focused approach to interview clients and build trusted relationships rooted in open and transparent communication. Assessed injury severity and progression of medical treatment as required to ensure client remains within established claim parameters.

Liaised with medical professionals, vendors, lawyers, underwriters, and other relevant external contacts to validate client information and obtain supplementary documents while investigating fraudulent claims as needed. Supported legal proceedings and attended mediations, dispute resolution, and court appearances as required.

Regularly engaged with team lead and other department members to collaboratively discuss case progress and resolve identified issues, fostering a continuously cohesive work environment.

Consistently maintained case notes and reports, documenting all client interactions and overall progress in compliance with overall regulatory standards.

Provided active and attentive mentorship for incoming new hires and junior office personnel, supporting iterative skill development through job shadows and general quality assurance on ongoing case files.

Utilized exemplary interpersonal skills to maintain client relations, drawing on life experience and proven customer service skills to relate to clients while effectively de-escalating and resolving conflicts as needed.

Developed pragmatic decisions based on thorough review of case documents and information to propose settlement offers and close files, consistently advocating for amicable and fair client agreements.

Selected Accomplishments:

Maintained a proven track record of efficiently settling claims against internally established benchmark based on proven ability and dedication to building mutually trusted and successful client relations.

EDUCATION

Diploma Holy Cross High School Saskatoon, SK 1974

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