Anja Ninkovic
Waterloo,Canada
Overview
15
15
years of professional experience
Work History
Technical Specialist/Escalations Manager
ONTARIO TEACHER’S INSURANCE PLAN
Waterloo, Ontario
03.2017 - Current
- Provides technical expertise to all team members by providing feedback, clarification and direction in procedural, technical, administrative and systems issues relating to benefits and eligibility
- Investigates complex issues performing root cause analysis and resolution
- Documents issues, concerns and profiles trends, training and development opportunities to management, the Benefits Services Trainers and the Quality Assurance Coordinators
- Works with the insurance carrier as a technical liaison to clarify escalated technical claims and coverage information related to claims adjudication issues, coverage eligibility errors, and administration eligibility issues
- Provides information and responds to inquiries from other departments, board administrators and members regarding coverage, effective dates and outstanding information
- Provides reports as required
- Analyzes and reviews eligibility system audit discrepancy reports determining source of error and required course of action
- Processes administration functions including enrollments, member changes, terminations, late entrants, flex plan administration and leave invoicing by applying proper underwriting standards, and ensuring all changes meet with plan design schedules, pre-existing condition clauses and plan limitations
New Hire Support
ONTARIO TEACHER’S INSURANCE PLAN
Waterloo, Ontario
09.2016 - 03.2017
- Assisted the new hires in providing accurate, timely communication to our members while finessing the skills learned in training in order to help the new Benefits Services Representatives become proficient and work independently.
- Reviewed training material with new hires when necessary to overcome knowledge gaps.
- Regularly updated the management team on the new hires' progress, and made recommendations on additional support requirements or when a new hire is ready to graduate from the ICU and transition onto the call center floor.
Group Benefits Service Representative/ Clerical Support
ONTARIO TEACHER’S INSURANCE PLAN
Waterloo, Ontario
07.2013 - 09.2016
- Delivered timely and accurate information in response to incoming telephone and email inquiries
- Applied appropriate contractual provisions in accordance with related contracts and carrier requirements to determine member eligibility for requested benefits
- Examined and resolved member complaints with reference to claims, coverage and service and records results for future reference
- Provided administrative, communication and clerical support to Benefits Services Representatives in the call centre
- Ensured appropriate marketing materials and communications were sent to members
Stand-In Coordinator
MANULIFE FINANCIAL
Waterloo, Ontario
01.2011 - 01.2013
- Reported to senior management on all issues affecting the team
- Reviewed and signed off on appropriate documents and solutions
- Managed and coordinated issues related to processing transactions
- Responded to all issues from staff members in Manila, Toronto and Waterloo
Quality Control Specialist
MANULIFE FINANCIAL
Waterloo, Ontario
01.2010 - 01.2012
- Performed daily quality control audits on financial and non-financial transactions to ensure transactions are performed according to the client’s request and Mutual Funds documented procedures
- Documented and communicated errors to the processor in appropriate manner, ensuring that information can be used constructively for performance improvement
Mutual Funds Administration Associate
MANULIFE FINANCIAL
Waterloo, Ontario
01.2010 - 01.2012
- Processed standard client name and nominee name financial and non-financial transactions
- Determined out of numerous options what method to use for placing and settling transactions
- Determined the best course of action to rectify the situation within established timelines and guidelines for trades that are not in good order
Education
Honours Bachelor of Science - Psychology, Economics And Political Science
Wilfrid Laurier University
Waterloo, Ontario04-2008
Skills
- Excellent communication and interpersonal skills
- Ability to work in a fast paced, structured and ever changing environment
- Strong analytical skills
- Problem solving skills
- Decision making skills
- Excellent team player
- Positive attitude
- Ability to work under pressure
- Ability to adapt to change
Timeline
Technical Specialist/Escalations Manager
ONTARIO TEACHER’S INSURANCE PLAN
03.2017 - Current
New Hire Support
ONTARIO TEACHER’S INSURANCE PLAN
09.2016 - 03.2017
Group Benefits Service Representative/ Clerical Support
ONTARIO TEACHER’S INSURANCE PLAN
07.2013 - 09.2016
Stand-In Coordinator
MANULIFE FINANCIAL
01.2011 - 01.2013
Quality Control Specialist
MANULIFE FINANCIAL
01.2010 - 01.2012
Mutual Funds Administration Associate
MANULIFE FINANCIAL
01.2010 - 01.2012
Honours Bachelor of Science - Psychology, Economics And Political Science
Wilfrid Laurier University