Client Services Assistant

CIELO MAY A. IBAY

Address: Phase *, Package *, Block 76, Lot 6

Bagong Silang, Caloocan City

Metro Manila, Philippines, 1428

Telephone: (02)-260-8072

Mobile: +63-921-***-****

Email: **************@*****.***

PROFESSIONAL SUMMARY:

Detail-oriented person with more than 6 years’ commensurate experience in Customer Service, Adjudication, and Administrative roles. Demonstrates advanced knowledge in decision making, results orientation, responsibility and communication. Leverages strong multi-tasking ability, documentation skills with outstanding telephone handling skills and manage daily office functions. WORK

EXPERIENCES

CLAIMS ANALYST December 2018 to December 2020;

June 2016 to March 2017

John Hancock Annuities and Fixed Products Operations Death Benefit and Claims Administration (US Division) Manulife Business Processing Services (MBPS)

Responsible for creating death benefit package and sending out correspondence to obtain missing documents via fax/mail or email.

Report overpayments, underpayments, and other irregularities.

Processing of high priority claims financial transactions involving settlements, identification and closing of policies, freezing of assets and notification to Beneficiaries of settlement requirements.

Identification of transactions that needs to be forwarded back to the Business Unit and/or to other departments/teams.

Investigate, evaluate and settle claims, applying technical knowledge and analytical skills which in effect does have fair and prompt disposal of cases and to contribute to a reduced loss ratio.

Perform call task (inbound and/or outbound) to facilitate completion of death claims processing.

Confer with legal counsel on claims requiring litigation. CLAIMS ADJUDICATOR June 2018 to December 2018

Manulife Retail Investments

Segregated Funds (Canadian Division)

Manulife Business Processing Services (MBPS)

Responsible for ensuring claim payments are validated, paid accurately and timely.

Process benefits based on the policy provisions, complete requirements, validity of claims and disbursement of claims benefits. WORK

EXPERIENCES

Continuation...

CLAIMS ADJUDICATOR June 2018 to December 2018

End-to-end process- validation of claims, computation of benefit value and check preparation.

Update applicable systems with payment details made on the claim request.

Prepare and generate communications regarding status of client requests.

Follow-up with clients' outstanding claims requirements in a timely manner.

Meet and maintain service level standards and deadlines on the above- mentioned transactions.

Maintain and update work inventories, time trackers and other reporting documents pertinent to the process.

CUSTOMER SERVICE SPECIALIST April 2017 to June 2018 John Hancock Annuities and Fixed Products Operations Client Services (US Division)

Manulife Business Processing Services (MBPS)

Responsible in handling 4 splits of call queues: 1. Retirement/Pensions

2. Death Claims – Fixed and Variable Accounts

3. Structured/Court Settlement Accounts, and

4. Lost/Missing Account Search.

Manage large amounts of inbound and outbound calls such as and not limited to clients, beneficiaries, family members and other relatives, financial advisors, and third-party authorized representatives concerning their existing policies.

Accurately documenting and answering customer product or service inquiries and complaints by providing valid and precise information on a first-call resolution target empathetically, tactfully, and professionally.

Update existing customer information into system.

Defuse volatile customer situations calmly and courteously.

Responsible for delivering superior customer service and building customer satisfaction and loyalty.

BUSINESS PROCESS ASSOCIATE June 2014 to June 2016 John Hancock Annuities and Fixed Products Operations Post Issue and Disbursements (US Division)

Manulife Business Processing Services (MBPS)

Responding to client’s inquiries through letter and email.

Reviews and resolves transactions for accuracy, completeness and adherence to company policies and procedures and compliance rules and regulations.

Responsible for the accurate processing of financial transactions on different lines of business in a time sensitive manner and ensuring that product payment on different billing modes and methods are in place;

Partial withdrawal, Surrenders, Exchanges, Transfer outs, Direct and Indirect Rollovers

Set up and maintain banking information

Ensuring correct taxes are being withheld for every distribution request

Ensuring accurate payment details and account registrations ADDITIONAL

SKILLS

Web and technology savvy, requires little to no training

Excellent oral and written communication skill

Strong problem-solving aptitude

Types 50 wpm

Data analysis and attention to detail

Filing and data archiving

Managing multiple projects simultaneously

Works with minimal supervision

EDUCATION UNIVERSITY OF CALOOCAN CITY

Tulip St. Area C Camarin, Caloocan City

Bachelor of Science in Office Administration

Year Graduated: April 2014

CERTIFICATIONS CAREER SERVICE PROFESSIONAL ELIGIBILITY Rating: 81.47%

CAREER SERVICE SUB-PROFESSIONAL ELIGIBILITY

Rating: 81.63%

CHARACTER

REFERENCES

SAM TERENCE CALUGAY – TEAM LEAD

John Hancock Annuities and Fixed Products Operations, Death Benefit and Claims Administration

Manulife Business Processing Services (MBPS)

Contact #: 090*-***-****

GEOFFREY CASTILLO – TEAM LEAD

Manulife Retail Investments, Segregated Funds

Manulife Business Processing Services (MBPS)

Contact #: 091*-***-****

GRETCHEN MAGLINTE – TEAM LEAD

John Hancock Annuities and Fixed Products Operations, Client Services Manulife Business Processing Services (MBPS)

Contact #: 091*-***-****

I hereby certify that all the information provided in this document is true and correct to the best of my knowledge.

Cielo May Ibay

Sincerely,

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