Stuart Johnston Email & Phone Number

Toronto, Ontario, Canada

Toronto, Ontario, Canada

North York, Ontario, Canada

-Respond to telephone, In-person and written inquiries, complaints and requests for information from client organizations, members of the general public, FSCO/ government staff, representatives of other jurisdictions, and the offices of MP's and MPP's regarding the application of legislation and services of the business areas of FSCO including license and registration requirements, application processes, examinations, investigations and related issues for insurance companies/agents/adjusters, mortgage brokers, co-operatives, credit unions, pension companies and loan and trust corporations.- Interpret FSCO legislation and regulations (e.g Insurance Act, Statutory Accident Benefits Schedule, Mortgage Brokers Act, Pension plan Act and related FSCO policies, procedures, processes and standards.- Respond to client complaints regarding unsatisfactory services provided by Insurance companies, mortgage brokers, credit unions, loan and trust companies, co-operatives, and or pension plans.- Participate on project teams and contribute to the review, development and implementation of new/revised administrative policies, procedures and processes to improve the delivery of public inquiry and correspondence services.- Analyze information inquiries and respond to clients without inadvertent release of confidential information or the provision of misinformation that might damage FSCO credibility.- Continually upgrade knowledge of FSCO regulated sectors, related issues, revised legislation, regulations, proposed amendments, and interpretations of new provisions governing financial services and anticipated public concerns and issues.- Prepare inquiry/ complaint summaries, notes, surveys and reports related to the disposition of all inquiries or complaints. Maintains statistics on the volume, type of requests and financial sector/company/individuals identified in complaints and inquiries.- Anticipate/identify emerging issues/trends with potential implications for FSCO.

Markham, On.

-Investigated, negotiated and settled commercial automobile and property claims in accordance with company guidelines.-Assembled information on new, transferred and ongoing claims of lower to moderate complexity for the purpose of evaluating the scope of the loss and determining appropriate coverage and indemnification to effectively manage loss and expense costs.-Completed task assignments on various claims to provide support and assistance to inside staff to assist in the assessment of coverage, liability, and quantum of losses.-Interpreted Police reports, repair appraisals/invoices and various documents to bring assigned claims to a resolution.-Applied policy, legislation and company guidelines to all claims to manage loss costs and customer relations.-Processed claim payments according to company guidelines, obtaining authority from the appropriate Unit Manager.

Markham, On.

-Investigated, evaluated, negotiated and settled Automobile claims on a timely basis.-Processed and documented claims payments and set reserves promptly according to company guidelines.-Analyzed information gathered on coverage, liability and quantum and audited claims submitted to verify authenticity and appropriateness.-Evaluated the potential for subrogation on applicable cases and initiated settlement of through appropriate dispute resolution techniques.-Monitored and controlled external expenses on applicable cases.-Communicated with peers, policyholders, experts and outside parties in an effective and professional manner.

Thornhill, On.

-Effectively handled and de-escalated complaint calls and assisted co-workers with questions regarding property and auto products through the Team Leader queue.-Responsible for completing the monthly technical auditing for the department to ensure accuracy on property and auto policy changes.-Underwriting of new business applications (property and casualty).-Conducted and helped facilitate team meetings on a regular basis.-Provided effective and efficient customer service by responding to incoming telephone inquiries from external customers regarding auto and property products, services, policies, billing. -Exceeded monthly call centre performance objectives, including Call Quality, Average Handle Time, and True Calls.-Participated in special projects such as the Property Rules and Rate Change and Technical Audit Focus group.-Effectively promoted and cross-sold other CAA products. Received monthly top sales award.

Mississauga, On.

-Assisted potential and existing clients with regards to Auto and Property Insurance.-Ensured customer expectations were met through superior customer service.-Processed changes to customer policies through endorsements.-Finalized changes to policies by gathering missing information and contacting customers to complete binding process.-Assisted and monitored new associates via side-by-side coaching and technical audits.