Insurance Claim Investigator (formerly Group Benefits Examiner) at Canada Life (2022-05 – Present)
- Investigate and adjudicate health and dental claims using medical and financial documentation
- Identify discrepancies and potential fraud indicators
- Ensure compliance with policies and regulations
- Document findings, maintain evidence, and prepare clear, audit-ready reports to support claim decisions
- Escalate complex or high-risk claims outside authority levels for further review
- Contact health and dental service providers to obtain missing or incomplete claims information
- Make accurate payment decisions based on adjudication guidelines and eligibility requirements
- Evaluate claims against eligibility criteria, policy provisions, and applicable processes
- Enter data into appropriate processing systems and communicate with both internal and external customers
- Research additional information to support claim processing and perform benefit calculations
- Handle special projects as required
- Participate in departmental meetings and training activities to enhance knowledge and skills
- Make and receive phone calls in English to support claim processing
- Maintain claims workflow efficiency by accurately documenting claim progress and escalating high-risk exposures outside of authority levels
- Use multiple systems to gather, enter, and analyze claim metrics to ensure targets are met
- Draft clear and concise written communications to insured individuals and claimants regarding claim status, requests for information, and coverage decisions
- Demonstrate technical proficiency through timely and consistent execution of best practices in claims handling
- Review and analyze supporting damage documentation to support claim resolution
- Conduct thorough investigations of coverage, liability, and damages, documenting facts and maintaining evidence to ensure proper claim resolution
Financial advisor at TD Canada Trust Group Bank (2020-05 – 2022-05)
- Conduct individualized needs analysis to develop tailored financial solutions and provide personalized recommendations to current and potential customers
- Profile customers to ensure their financial needs are met and deliver well-informed recommendations to address those needs effectively
- Utilize sales tools and modules to perform in-depth analysis, offering the most suitable financial products and ensuring customers have a clear understanding of the solutions provided
- Offer comprehensive financial planning services, advising clients on the advantages and disadvantages of various product options in alignment with their specific financial goals
- Consistently meet or exceed established sales goals for the assigned market while maintaining a strong focus on addressing individual client needs and adhering to relevant policies and regulations
- Regularly review customer information to ensure compliance with the Bank Secrecy Act (BSA), Anti-Money Laundering (AML) regulations, and Know Your Customer (KYC) requirements, safeguarding the bank's interests
- Understand and adhere to the company's risk and regulatory standards, policies, and controls. Ensure timely implementation of internal and external audit points and address any issues raised by external regulators as necessary
- Perform additional related duties as assigned to support the team and business objectives
- Prepare documentation for new loan approvals, ensuring accuracy and compliance with regulatory requirements
- Facilitate the refinancing of loans, mortgages, and home equity lines of credit to meet customer needs
- Educate clients to ensure they fully understand how their finances are being managed and the products being utilized
Branch Manager at Momentum Financial (2014-05 – 2022-05)
- Oversee branch leadership, financial administration, and profitability, ensuring alignment with company goals
- Manage budgeting and financial reporting for the branch, ensuring accuracy and adherence to financial objectives
- Responsible for all HR functions within the branch, including hiring, training, and developing employees, coaching and mentoring staff, preparing schedules within labor budgets, and approving payroll
- Demonstrate strong motivational, organizational, and leadership skills to drive team performance
- Develop and implement strategies and procedures to increase sales and expand the market share
- Proficient in using a range of software, including Workday, Deputy, Oracle, Hub, Microsoft Office, Outlook, Teams, and proprietary company software
- Focus on achieving customer acquisition, retention, and cross-selling targets to drive business growth
- Implement and enforce company policies and procedures to maintain operational consistency and compliance
- Analyze and interpret sales and financial data to inform decision-making and optimize performance
- Handle complex and diverse managerial challenges to ensure smooth branch operations
- Conduct regular audits, including branch manager audits, security audits, income tax audits, loan audits, and cheque audits, ensuring compliance and accuracy
- Foster an exceptional customer experience by building long-term client relationships and leading the branch team to success
- Provide training to employees on online banking services and features to enhance customer service capabilities
- Manage large, complex, and international transactions, ensuring accuracy and compliance with regulations
- Coordinate money deliveries and cash/coin orders to ensure operational readiness
- Perform administrative and clerical duties as needed, maintaining efficient branch operations
- Process and maintain records of customer loans, ensuring accuracy and timely processing
- Prepare and complete income tax filings for clients, ensuring compliance with relevant regulations
- Manage collections and debt recovery, ensuring timely and accurate resolution of outstanding accounts
- Oversee teller transactions and online banking activities, ensuring adherence to policies and procedures
Human Resource Assistant at CTD Machine work (2011-01 – 2013-12)
- Assisted in the creation of staff schedules and managed payroll for a team of over 100 employees, ensuring accuracy and timely processing
- Administered employee work benefits and compensation packages, ensuring alignment with company policies
- Coordinated employee promotions, training programs, and professional development initiatives
- Supported the maintenance and enforcement of Health & Safety policies and procedures, including educating employees on available benefits and support resources
- Managed and tracked staff vacation and sick leave, ensuring proper documentation and compliance with company policies
Certified Senior Sales Associate at 7-ELEVEN (2007-10 – 2019-12)
- Assisted the Store Manager in overseeing daily retail operations, including sales, marketing, human resources, customer service, administration, staff development and training, financial/accounting functions, and visual merchandising
- Managed payroll preparation and scheduling for a team of 12 employees, ensuring accuracy and timely submission
- Coordinated with Head Office to resolve payroll discrepancies and submit payroll information
- Addressed and resolved staff inquiries and complaints, maintaining a positive and productive work environment
- Assisted in the recruitment process, including screening and interviewing potential employees
- Managed financial operations, including cash handling, preparing deposits, ordering money, forecasting, and balancing cash registers during opening and closing
- Responded to customer inquiries, maintained excellent customer relations, and effectively resolved customer issues
- Performed clerical duties such as word processing, filing, maintaining record systems, faxing, and photocopying
- Supported inventory management, procurement, and product replenishment, ensuring an adequate supply of all products
- Managed transactions with Winnipeg Transit for the purchase and return of bus tickets/passes
- Created visually appealing merchandise displays to drive business growth and enhance sales performance
- Reviewed inventory and sales records, generating reports for management and budget departments to inform decision-making
- Analyzed consumer demand to determine the types and quantities of products to be sold, optimizing sales opportunities
- Supervised and directed staff, delegating daily tasks to ensure efficient operations
- Coached, mentored, and motivated staff to achieve business goals and initiatives, regularly evaluating performance and recommending additional training as needed
- Established and implemented departmental policies, goals, objectives, and procedures to improve operations and performance
- Ensured prompt and efficient guest service by greeting and assisting customers, addressing inquiries, and resolving complaints
Customer Service Representative at TELESOLUTIONS (2007-01 – 2008-12)
- Delivered exceptional customer service both in person and over the phone, providing detailed information about products and services
- Managed customer orders, processed account cancellations, and resolved complaints efficiently to ensure customer satisfaction
- Maintained accurate records of customer interactions and transactions, documenting inquiries and tracking sales of new or additional products and services
- Recommended improvements in product offerings, packaging, shipping, service, and billing methods to enhance customer experience and prevent future issues
Translator/Volunteer at ENTRY PROGRAM FOR NEWCOMERS (2007-01 – 2008-12)
