Neil Edwards Email & Phone Number

Toronto, Canada Area

Delivering superior client and policy administration support to brokers and clients for major insurance financer which provides the Canadian insurance market with comprehensive payment solutions. Handling policies of up to $1MM, across Canada and managing a wide range of issues from initiation to resolution.• Optimized processes in collaboration with top insurance strategists• Educated and inspired clients and collaborated with all internal business units on service provision• Drove consistent revenue growth, providing inside sales teams with initiative, insights and data• Liaised with underwriters and brokers to ensure optimal program design• Trained all new reps from key business units to champion best practices and insights• Reviewed policies and provided details on proper submission guidelines to brokers and customers• Developed strong broker/client relationships and resolved escalated cases• Developed and delivered online support for brokers; ensured complete understanding and utilization of system; web quote support, passwords, assisted with user interface, escalations and redirection• Resolved requests, ensuring 100% accuracy; and provided detailed documentation • Championed compliance and strengthened systems to manage risk• Conducted system testing at regular intervals ensuring superior service• Wrote and created first operations manual capturing manual processes; resulted in increased efficiency

Promoted to position, tasked with providing leadership on account maintenance and prompt support to Mortgage Brokers for a leading, innovative Business Process Outsourcing Company in the Canadian mortgage industry. Mortgages range from$200K to $1 million.

Toronto, Onario

Promoted to role and tasked with providing leadership on account maintenance and prompt support to Mortgage Brokers for a leading, innovative Business Process Outsourcing Company in the Canadian mortgage industry.• Decreased risk to firm while increasing customer satisfaction by collaborating with IT, Customer Service, Finance and collections in resolving account issues /discrepancies and escalations• Reviewed and audited exception reports; investigated and resolved key business issues and errors with immediacy. Audit results for accounts were consistently above 95%• Processed and backdated collections items, mortgage payouts, refinances and EFTs • Assisted Finance and Accounting departments with account balancing and transaction processing• Produced accurate and effective fiscal reports daily, monthly, and quarterly • Worked closely with Business Analyst to develop improved Excel reports which resulted in higher level of efficiency and more accurate data including ACH reports to be submitted to TD and RBC Web Banking• Reduced risk by identifying all shortfalls and collaborated to collected delinquent funds• Tested new functions for company-based programs, ensuring proper execution; and thorough feedback• Collaborated on team that created the first user manual for the Service Analyst Role using in-house proprietary system. New manual outlines instructions to action or complete specific tasks for all new reps

Toronto, Ontario

Toronto, Ontario

Promoted to new roles, providing retention support on mortgages in collaboration with the Underwriters. Negotiated, structured, and evaluated mortgage applications within defined scope of authority and audited for accuracy. Worked with third party mortgage closing service agencies including FCT and F&F. Prepared and provided detailed guidance.• Negotiated, prepared and produced renewal documents for multiple investors and brand partners • Collaborated with business teams and facilitated loan processing to improved audit and client experience• Provided mortgage finance solutions, such as a 5-year fixed rate, to existing clients• Posted all mortgage and customer details to company-specific platforms with 100% accuracy, within SLAs• Met 100% of renewal offer deadlines including manual creation and auditing of documents; managed mailing, 60 day prior to maturity dates. Met requirements; diverse timelines for - NBC Finch, RBC, Macquarie

Pickering, Ontario

Toronto, Ontario