Anne-Marie Cooper

- Review and process course award requests to ensure compliance with the Course Award Program guidelines and policies.
- Communicate with employees regarding all aspects of the Course Award Program including recovery of outstanding Course
Award advances.
- Review Course Award Program policy and guidelines regularly and update as required.
- Responsible for the initiation, maintenance, and tracking of all employee Personnel and Benefit files.
- Run and monitor reports to ensure eligibility for employee dependent insurance and benefits coverage.
- Respond to internal and external customer requests for verification of employment letters.
- Maintain appropriate security of sensitive files, records, data, and documents.
- Responsible for the storage and retrieval of all Payroll records with Iron Mountain including the maintenance of record
retention schedules in accordance with CRA and FIPPA/PHIA guidelines.
- Record performance review and development plan dates for all Manitoba Hydro employees in HRMS.
- Responsible for acting as first contact for the department and disbursement of inquiries to Payroll Advisors

- Initiate and respond to First Nation on-reserve residential and commercial customers by telephone, mail and/or email to
resolve delinquent accounts.
- Negotiate, authorize, and monitor payment arrangements and ensure customer contact information is current.
- Promote financial assistance programs.
- Investigate and resolve billing discrepancies and communicate effectively with First Nations on-reserve customers, social and
housing administrators and Band leadership when required.
- Follow Corporate and Government policies and procedures including the Freedom of Information and Protection of Privacy
Act.
- Coordinate the reconnection of services as required.
- Collect and process move information.
- Communicate effectively with Customer Service Centres and/or Dispatch on service orders as required.
- Initiate advanced collection procedures on out

Respond to electric power outage calls by following company procedures to ensure customer safety and prevent property damage.
- Provided detailed account information to customers including:
- Individual transactions, charges, credits and balances on a variety of billing types.
- Historical patterns and changes.
- Energy used by various electrical & gas appliances and equipment.
- Seasonal and weather estimating factors.
- Meter reading types and procedures.
- Explain various payment/billing options, including Equal Payment Plan (EPP), Pre-Authorized Payment Plan (PAPP) and
Customer Self Service Portal (CSSP).
- Explain various billing transactions, including late payment charges, service charges, dispute tests, flat rates, rentals and
contracts.

Respond to telephone inquiries from customers of Blue Cross regarding Group Health and Dental Benefits

Interpret policy information and claims history in a confidential manner

Investigate problem situations, and ensure satisfactory resolution of customer complaints

Provide friendly and knowledgeable internal and external customer service clientele Provided support to Managers i.e.: supervisor callbacks, technical support

Respond to telephone and email inquiries from customers of Wawanesa Life regarding Group Health and Dental Benefits.
Interpret policy information and claims history in a confidential manner
Investigate problem situations, ensure satisfactory resolution of customer complaints
Provide friendly and knowledgeable internal and external customer service clientele
Provide Billing details, adjustments and premium information to clients and Plan Administrators.
Waiver of premiums for long-term disability.
Conversion of life insurance for reduced or terminated group employees to individual insurance
review medical underwriting referrals for late applicants, excess insurance, optional life insurance

Respond to telephone and email inquiries from customers of Great-West Life regarding Group Health and Dental Benefits Interpret policy information and claims history in a confidential manner

Investigate problem situations, ensure satisfactory resolution of customer complaints

Provide friendly and knowledgeable internal and external customer service clientele

Provided support to Managers i.e.: supervisor callbacks, technical support