CAROLYN SAMUELS
Summary
An accomplished financial administrator and customer service representative with the capacity to produce timely and accurate financial information and reporting. Ability to analyze and reconcile accounts discrepancies, mitigating potential loss.
Overview
20
20
years of professional experience
Work History
Associate Claims Adjudicator
Agricorp
Guelph, ON
06.2020 - Current
- Review, verify and approve claims applications for large and complex cases for all programs delivered by Agricorp
- Create client files, assess applications for claims against coverage, review data for completeness, research and investigate discrepancies, and calculate program benefits according to Agricorp contractual obligations and adjudication best practices
- Settle claims within a predetermined monetary limit
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Participate in case conference and confer with the senior quality advisor, claims specialist or team leader on claims requiring legal counsel oron potential appeals
- Provide input into decisions regarding new tools, processed and technology upgrades
- Stay current on products and services administered by Agricorp
- Participate in team goal setting
Customer Care Representative
Agricorp
Guelph, ON
12.2016 - 05.2020
- Provide front-line contact for customers by handling inbound & outbound inquiries via multiple communication channels
- Respond to a wide variety of program queries by referring to specific criteria and details
- Retrieve detailed information from customers and other sources and redirect customer queries to appropriate internal contacts
- Provide data entry for specific customer program-related information, such as financial statements, tax documents and farm acreage and yield reports, in an accurate and timely manner
- Perform general administrative tasks related to customer mailings, file management, faxing and scanning
- Create customer accounts for farm related programs
- Provide peer coaching and support for new team members
- Assist in reviewing and updating departmental standard operating procedures and workflow processes
Customer Care Agent
Rubis Energy Jamaica
Kingston, Jamaica
08.2013 - 05.2016
- Received and completed fuel, lubricant and chemical orders for over 50 service stations & 15 commercial customers daily
- Prepared debit, credit note and invoices
- Resolved customer's queries in relation to lubricants, chemicals and commercial deliveries
- Liaised with customers on pre-planning of deliveries
- Received customers complaints and direct to appropriate account holder
Customer Support Representative
Bank Of Nova Scotia
Kingston, Jamaica
02.2013 - 08.2013
- Received and verified negotiated cheques from over 35 branches
- Arranged returned cheques for easy retrieval
- Contribute to potential financial loss by identifying forged items
- Prepared customer's mid month and end of month statements
Customer Support Representative
Bank of Nova Scotia
Kingston, Jamaica
07.2012 - 09.2012
- Processed Real Time Gross Settlement Payment Settlement (RTGS) for Corporate customers
- Supported internal customer's cash requests
- Notified customers in regards to discrepancies in cash & cheque transactions
- Connected with customers to address questions and resolve issues via phone and email.
Teller Supervisor
Victoria Mutual Building Society
Kingston, Jamaica
07.1999 - 10.2009
- Supervised 6-8 bank tellers daily ensuring high delivery of customer service and satisfaction
- Completed cash and cheque balance for each teller to ensure accuracy of daily transactions
- Provided authorizations for transactions
- Examined tellers' reports of daily transactions for accuracy.
- Request cash from Central Bank of Jamaica for delivery to over 16 branches to ensure business continuity
- Prepared local and foreign currency to local branched on request
- Prepared cash orders for Automated Banking Machines
- Prepared foreign currency inflow and outflow monthly statements
- Released hold placed on customer's accounts in relation to cash or cheque deposits at Automated Banking Machines
- Connect with customers by telephone/letter advising of discrepancies and necessary corrections made re Automated Banking machine deposits
- Completing close of day transaction & accuracy of cash & cheque totals
Education
Bachelor of Science - Business Administration - Finance
Northern Caribbean University
Kingston, Jamaica09.2004
Skills
- Claims Service
- Financial accounting and reporting
- Customer-focused
- Problem-solver
- Team-oriented
- Quality-focused
- Claims Knowledge
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Associate Claims Adjudicator
Agricorp
06.2020 - Current
Customer Care Representative
Agricorp
12.2016 - 05.2020
Customer Care Agent
Rubis Energy Jamaica
08.2013 - 05.2016
Customer Support Representative
Bank Of Nova Scotia
02.2013 - 08.2013
Customer Support Representative
Bank of Nova Scotia
07.2012 - 09.2012
Teller Supervisor
Victoria Mutual Building Society
07.1999 - 10.2009
Bachelor of Science - Business Administration - Finance
Northern Caribbean University
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