Insurance Customer Service

STUART ALLAN

*** ****** ******, *********, ** N*W 1B3

Phone: 905-***-**** /(C)905-***-**** Email: ac1y5p@r.postjobfree.com

PROFILE

A commercial insurance specialist with more than 7 years of experience in both front line and managerial roles. Demonstrated skill in building and motivating strong teams. Excellent communication skills, remains calm under pressure. Passionate about the insurance industry and dealing with all clients and workers in a respectful way. Used Guidewire for one year once it was implemented in the Claims Department.

HIGHLIGHTS

Claims file management processes

Policy/program development

Strong Interpersonal and communication skills

Sustained excellent problem solving capabilities

Audit files

People management

Customer Focused

Supervision and training

Calm under pressure

Legal and Regulatory Understanding

EXPERIENCE

AVIVA CANADA INC., HAMILTON, ON 2008-2016

Front Line Manager – Commercial Auto Claims, 2011-2016

National responsibility for car and truck fleets.

Managed team of 15 professional claims adjusters conducting performance reviews, career development and disciplinary action including dismissal.

One year experience in using Guidewire in Claims.

Maintained signing authority up to $75000 for signing and releasing cheques.

Inducted new employees into corporation, providing training and ongoing coaching via formal corporate training program.

Contained costs for rental days and storage/tow fees through monitoring and review with front line personnel to ensure use of preferred suppliers, and controls on rental duration.

Intervened on escalated complaints from brokers, insured parties and resolved within limits of corporate policy.

Conducted random audits of active and closed claims to prevent ‘leakage’ and use files as learning and coaching opportunities on corporate policy and procedure for effective claims management.

Executed insurance policies as written by the provincial governments and ensured proper application of endorsement options.

Met or exceeded Service Level Agreement (SLA) objectives as a team through individual coaching to achieve business goals.

Partnered with colleagues in recruitment process to interview potential candidates for positions as Claims advisors.

Senior Commercial Auto Claims Advisor 2008-2011

Responsible for processing claims for clients across the country.

Investigated and determined liability arising from commercial auto claims, investigating cause of loss, responsibility via police reports and contact with other insurance companies in compliance with provincially specific arrangements.

Seconded to the Aviva Catastrophe team to assist local property adjusters quickly to resolve major incidents (e.g. Slave Lake Fire, Leamington Tornado).

Managed claims up to $100,000 and referred via manager to the Large Loss adjustors.

Processed client issues via telephone and email correspondence.

Set up and maintained accurate initial reserves per claim and increased or decreased according to information updates.

Issued system generated cheques/payments to vendors and clients.

Maintained empathy and objectiveness to ensure that each client’s claim was handled with respect.

OTHER EMPLOYMENT HISTORY:

Rheem Canada 1986-2006

City of Hamilton 1985

Dofasco 1985

Firestone Tire Co. 1981-1985

EDUCATION

Insurance Program, Mohawk College, Hamilton, ON

Graduate, Sir Allan MacNab Secondary School, Hamilton, ON

PROFESSIONAL AFFILIATIONS

Insurance Institute of Canada, Chartered Insurance Professional since 2010

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