- Delivered inbound advice & service support to moderately complex transactions related to financial products & services with a focus on providing first-call resolution.- Worked towards achieving goals by offering legendary experiences & trusted advice.Implemented advice & client-focused procedures to complete tasks efficiently.- Advised clients on process/product expertise in order to address client concerns, be accountable for solving challenges, and/or attain appropriate… Show more - Delivered inbound advice & service support to moderately complex transactions related to financial products & services with a focus on providing first-call resolution.- Worked towards achieving goals by offering legendary experiences & trusted advice.Implemented advice & client-focused procedures to complete tasks efficiently.- Advised clients on process/product expertise in order to address client concerns, be accountable for solving challenges, and/or attain appropriate assistance from the team for the client’s specific challenge. Show less

- Investigated claims in a timely & respectful manner through communication with customers, contractors, consultants, and any other related parties.- Analyzed information gathered, interpreted insurance policy wordings & determined appropriate coverage.- Negotiated settlements with customers, claimants & insurers within authority limits.- Maintain current knowledge of insurance products, as well as appraisal or investigation techniques and services.

- Demonstrated commitment to first call resolution by taking ownership & accountability of client inquiries and addressing initial customer service expectations.- Promptly and effectively, handled and adjusted assigned claims to the conclusion independently.- Made decisions within authority levels, recommend settlement, and assigned tasks to additional internal or external stakeholders as necessary.- Opened, closed, and adjusted reserves in accordance with company… Show more - Demonstrated commitment to first call resolution by taking ownership & accountability of client inquiries and addressing initial customer service expectations.- Promptly and effectively, handled and adjusted assigned claims to the conclusion independently.- Made decisions within authority levels, recommend settlement, and assigned tasks to additional internal or external stakeholders as necessary.- Opened, closed, and adjusted reserves in accordance with company procedures & policies to ensure adequate financial records.- Provide instructions to vendors as required and ensured vendors and third-party adjuster adhered to company policies and procedures. Show less

- Supported overpayment recoveries and collections from former social assistance recipients as well as sponsors who have defaulted on sponsorship agreements. Reviewed and validated debt referral information for accuracy, and completed detailed calculations and accruals using numerous data sources. - Facilitated resolution of sponsorship default on satisfied accounts.- Responded by telephone and in writing to inquiries and disputes related to debts from former clients, sponsors… Show more - Supported overpayment recoveries and collections from former social assistance recipients as well as sponsors who have defaulted on sponsorship agreements. Reviewed and validated debt referral information for accuracy, and completed detailed calculations and accruals using numerous data sources. - Facilitated resolution of sponsorship default on satisfied accounts.- Responded by telephone and in writing to inquiries and disputes related to debts from former clients, sponsors, as well as internal and external stakeholders in accordance with legislation, regulations, and procedures. Reviewed and analyzed financial and program data to identify and resolve disputes.- Received and responded to inquiries from MPPs, Ombudsman, community agencies, etc; determining the appropriate response with adherence to OPS quality service standards. Liaised with various stakeholders to clarify information and resolve discrepancies.- Prepared accounts for enforcement action by recommending the requisite accounts to be filed with CRA to continue the ongoing collection of debt. - Reviewed and analyzed financial and program data to ensure all details are accurate and up to date. Show less

- Affected collection activity so as to provide the bank with optimal delinquency ratios and loan loss levels by acting in a timely manner to identify the risk associated with all accounts assigned enabling prompt action to minimize loss and secure the bank's position.- Conducted timely and constructive collection activity by telephone, letter, and other appropriate means effectively utilizing the Immediate Results System to facilitate the prompt resolution and/or finalization of… Show more - Affected collection activity so as to provide the bank with optimal delinquency ratios and loan loss levels by acting in a timely manner to identify the risk associated with all accounts assigned enabling prompt action to minimize loss and secure the bank's position.- Conducted timely and constructive collection activity by telephone, letter, and other appropriate means effectively utilizing the Immediate Results System to facilitate the prompt resolution and/or finalization of accounts.- Utilized finalization strategies on accounts that will result in the best means of affecting maximum recovery ratios, including making sound decisions on the feasibility of accepting or offering settlements, accepting alternate payment arrangements (token or reduced payment amounts), assigning an account to a third party supplier to affect such activities as litigation, repossession, foreclosure.- Contributed to the overall business objectives of the unit in maintaining operational effectiveness by maintaining a sound knowledge of operating procedures and systems relating to the effective operation of the department, and ensure policies and procedures were adhered to.- Ensure the delivery of Customer Service fostered overall customer/branch satisfaction consistent with Scotia Service standards by showing respect for the customer, listening to the customer's needs, presenting down to earth solutions by being upfront with customers when the bank cannot provide the solution they seek, offering an explanation as to why, and suggesting alternatives. - Understood the customer's circumstances and matched appropriate solutions through acquiring and maintaining a sound knowledge of retail lending products and services, and those policies and procedures that are necessary to respond appropriately to customer needs. Show less

- Received requests and queries from current and future clients via telephone. - Performed requested changes to account details and account parameters as requested by clients.- Proactively advised current and potential clients on products and services within RBC that would further benefit the client and improve business with clients. - Ensured any major changes to the client's account(s) were fully disclosed.- Provided additional solutions to challenges with… Show more - Received requests and queries from current and future clients via telephone. - Performed requested changes to account details and account parameters as requested by clients.- Proactively advised current and potential clients on products and services within RBC that would further benefit the client and improve business with clients. - Ensured any major changes to the client's account(s) were fully disclosed.- Provided additional solutions to challenges with clients' accounts.- Proactively built and retained extensive knowledge of all credit card products and services available to all current and future clients.- Improved knowledge base by keeping up to date on other products and services with RBC to proactively propose products and services that best serve client's needs. Show less

- Performed duties of Manager on Duty in absence of General Manager within scope to ensure all of the hotel's policies and procedures are followed appropriately and immediately.- Assessed guest complaints/concerns/challenges and took prompt, proper action to ensure best possible outcome for guests within hotel policy.- Performed Night Audit functions for the property and compiled End of Day reports.- Monitored and motivated team to achieve desired and expected goals… Show more - Performed duties of Manager on Duty in absence of General Manager within scope to ensure all of the hotel's policies and procedures are followed appropriately and immediately.- Assessed guest complaints/concerns/challenges and took prompt, proper action to ensure best possible outcome for guests within hotel policy.- Performed Night Audit functions for the property and compiled End of Day reports.- Monitored and motivated team to achieve desired and expected goals through the completion of designated checklists. - Proactive implementation of any and all policies and procedures deemed necessary within the capacity of the supervisor to achieve set targets of the team.- Utilized various analytical methods (i.e. trend analysis, reasonableness testing, and scanning analytics) in order to identify trends and potential future problems for the team to successfully achieve targets and goals. - Maintained a close working relationship with other departments of the hotel with effective communication between the Front Office and all other departments to ensure all members of the team are aware of any items that may concern them. Show less

• Coordinated with different departments in staffing needs and solutions.• Dealt with any challenges to the hotels in respect to the needs including visa requirements, travel arrangements, etc • Performed various administrative duties including; preparations of mailings, correspondence and distributing daily, weekly and monthly reports.• Coordinated in training arrangements

• Enhanced problem-solving abilities by providing specific solutions to their needs at the hotel. • Assessed individual guest's concerns, comments and challenges in order to ensure maximum guest satisfaction. • Enhanced conflict discovery skills through needs based assessment.• Excelled at building rapport with V.I.P guests by ensuring that their individual needs were taken care of by proactively updating their profiles and adding any and all useful information for all members of… Show more • Enhanced problem-solving abilities by providing specific solutions to their needs at the hotel. • Assessed individual guest's concerns, comments and challenges in order to ensure maximum guest satisfaction. • Enhanced conflict discovery skills through needs based assessment.• Excelled at building rapport with V.I.P guests by ensuring that their individual needs were taken care of by proactively updating their profiles and adding any and all useful information for all members of team to take note.• Fostered growth and learning by providing training and coaching to new team members.• Provided recommendations to upper management based on customer feedback.• Enhanced customer satisfaction by providing services in multiple languages. Show less