Maria Parvan Email & Phone Number

Waterloo, Ontario

• Manage accounting of direct bill payments, delinquencies, NSF fees, refunds and manual payment applications received via e-transfer, EFT and physical cheques. • Accountable for reconciling and analyzing board remittances to determine members who owe outstanding premiums and ensure correct collections/refunds are invoiced.• Perform follow-up emails on outstanding receivables.• Communicate with account managers and provide monthly reports regarding delinquent accounts.• Respond to premium related questions from various departments including Admin, Warranty and Call Center.• Ensure that premium-related information is updated on administrative systems, including generating client payables and verifying and distributing billings to clients.• Reconcile receipts from bank reports to ensure accuracy of receivables.• Communicate with clients, Finance and Accounting department to confirm information pertaining to electronic fund transfers.• Prepare detailed invoices to send out to members, ensuring monitorization and follow-up for outstanding balances by creating final notices and taking further necessary action on delinquent members.

Waterloo, Ontario

• Supported the team with troubleshooting and informational support on complex inquires that required further investigation and technical expertise.• Provided one-on-one meetings with team to ensure success by providing feedback, clarification and direction on procedural, technical administrative issues, premium calculation, funding agreements for each trust, etc.• Troubleshot and actioned inquiries from other departments, board’s administrators, CSR Desktop inquires and member inquiries regarding system issues, member claim issues, effective dates, coverage, data conversion issues.• Managed and approved underwriting reports, beneficiary reports, leave of absence forms and life reports according to the terms and conditions of each plan.• Actively participated in process review, process improvement and process documentation, as required.• Administrative Long-Term Disability training received.• Provided assistance to complex projects and assisted with implementing innovative and unique solutions.

Waterloo, Ontario

• Responded to phone calls, email inquiries and written requests with exceptional problem-solving skills.• Multi-tasked, prioritized and met turnaround times within a fast-paced and demanding environment.• Utilized a strong understanding of all processes, benefits and systems as well as clear communication skills to educate BSR’s, thus increasing their understanding and reducing overall call volume.• Provided troubleshooting support to OTIP Benefit Services Representatives while on live calls with our clients to ensure high level of customer service.• Contributed to enrolling up to 170,000 members into their Provincial Health, Dental and Life benefits.• Reviewed and resolved member issues involving claims, incorrect data information, coverage, procedure, service complaints and ensured to handle assigned work with accuracy and urgency.• Ensured a high level of customer satisfaction through effective support and excellent customer service by providing quick and accurate services in a professional manor to build and develop new and return business.

Waterloo, Ontario

• Provided timely and accurate information pertaining to Health, Dental and life benefits and policy and premium administration and explanation.• Investigated and rectified member complaints including coverage, missing data, service issues and claims ensuring detailed documentation of issue, action and resolution for future reference.• Complied with company private and confidentially guidelines to ensure client files were not breached.• Completed system updates regarding new member information.• Researched and resolved inbound calls and emails to effectively meet the diverse needs of clients (Boards, Trusts, Plan Administrators and members), within established productivity goals and turn around times.• Collaborated with carriers to process claim adjustments, establish the cause of issues, expediting corrections and follow-ups to ensure resolution.

Waterloo, Ontario

• Provided training, direction and coaching to all staff. • Assisted the manager in organizing, planning and implementing strategy to achieve sale goals.• Assigned daily objectives to employees to meet company standards and achieve quality targets.• Created reports, analyzed and interpreted retail data, like revenues, expenses and competition.• Monitored retail operating costs, budgets and resources.• Informed employees of daily promotions and ensured high level of service was demonstrated to all customers.• Conducted daily operations, paperwork and opening and closing procedures. • Ensured the team demonstrated highly motivated personalities to meet daily sale targets. • Ensured that the team and myself maintained strong customer relationships for return business.